Hello there, @CompassAccountingLLP.
I appreciate you for giving us the feedback with regards to your experience. Part of my job is to make sure we're able to assist our customers properly in a manner your experience is marked as outstanding.
May I ask what specific access are you referring to? This is for me to better look into it.
On the other hand, for account related inquiry, I’d recommend reaching out to our Customer Care team. They’d be able to open your account in a secured environment and provide you with the information you need.
If you’re referring to something else, please feel free to drop your comments below. I'm always here to help.