# Infusion need to know _Infusion: Fusion5’s customer self-service portal for logging support requests, accessing iHelp, browsing knowledge articles, & requesting consulting services._ Infusion is our self-service portal, developed in response to your feedback and provides a wide range of services from Fusion5. Log in here: https://infusion.fusion5.com.au/ ## Welcome to Infusion! Infusion is the Self-Service Portal for Fusion5 customers. The launch of Infusion will mean you'll have a new path to access iHelp, as well as access to a range of innovative new services that will improve your experience and empower you to do and achieve more. ## What's included? - **Announcements** and relevant product updates or releases - **Consulting catalogue** to request professional services - **Knowledge base** with useful tips and how to articles - **Find an expert** service to connect with subject matter experts in our team and of course you can: - Log and manage **iHelp issues and support** requests ### Help - I'm getting an error that says 'external validation required' **Please update your Fusion5 help desk bookmark** The infusion URL is [https://infusion.fusion5.com.au/.](https://apc01.safelinks.protection.outlook.com/?url=https://t.fusion5.co.nz/c/gLFVIgoyJkmtss9r3oprDA&data=05|01|vicky.Watson@fusion5.co.nz|4fbb57b485e64c65d4d608da26fc0795|375b32d351564feebbebd80e209d3782|0|0|637865161166799774|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|3000|||&sdata=66sQBm3rLOJw+afuQhPw5d0mDK+FdXXXx8Mc4s9y5W8=&reserved=0) The previous link will not allow you to access Infusion/log iHelps and will return an ‘external validation required’ error. ### I'm supposed to get an SMS but it's not coming through? **Please:** - Check that you have set your mobile up for SMS authentication, and that the country code is correct. - Check your mobile number is correct - Check you have clicked 'send code' ### What do I do now? **1. Update your Fusion5 helpdesk bookmark** The infusion URL is [infusion.fusion5.com.au.](http://infusion.fusion5.com.au/?elqTrackId=51AB1631C698F939CCBE35604184920C&elqTrack=true) The previous link will not allow you to access Infusion/log iHelps. **2. Activate your login** Use the link in the email from noreply@fusion5.com.au to set up your profile and activate it. If you did not receive an email and you are an *existing* iHelp user, please send us a chat or call us. If you are *not an existing* user and would like to be set up, please follow the steps to request a log in. **3. Set up your multi-factor authentication** This can be a mobile number or email address **4. Log in and enjoy!** Although we're sure you'll have no trouble finding what you need, feel free to use the guides to help you navigate around. ### Not an Infusion user? Request Access... You can request access yourself by completing the [access request form](https://www.fusion5.com/nz/customer-success-team/infusion-access-request/ "Infusion Access request"), or a colleague, that already had access to Infusion, can request access on your behalf by logging in, and completing the service request ‘Request an Infusion access.’ Your **business email** will be used for your Infusion username. For security reasons, Fusion5 will not setup access to Infusion access against non-business domains such as Gmail, Live etc. Our Customer Success Team will process your request and send you an account activation email to setup your password and multi-factor authentication options. Emails will come from ‘noreply@fusion5.com.au.’ If you don’t receive the account activation email within 1 business day of submitting the request, please check your junk folder. ### Forgot your username? Your username is your business email address. ### Forgot your password? **NOTE: This is only after you have set up a new password for Infusion. This is not your previous iHelp password.** You can self-reset your password using the [forgot password](https://infusion.fusion5.com.au/signin/forgot-password)[option](https://infusion.fusion5.com.au/signin/forgot-password) on the Infusion login page. Fusion5 will send you a verification code to your registered mobile number (via text message) or your email address. Enter the verification code, and you will be asked to select a new password. The verification email will come from ‘noreply@fusion5.com.au.’ Please check your junk folder if you do not receive this email within a few minutes of requesting a password reset. ### Where can I find a user guide? [Full Infusion User Guide!](https://www.fusion5.co.nz/asset/f5-cst-infusion-user-guide.pdf "Read now - Infusion User Guide (full)") [Infusion Activation Cheat Sheet](https://www.fusion5.co.nz/asset/f5-cst-infusion-cheat-activation.pdf "Fusion5 Activation Sheet Cheat") [Infusion Log an Issue Cheat Sheet](https://www.fusion5.co.nz/asset/f5-cst-infusion-cheat-ihelp.pdf "Infusion Log an Issue Cheat Sheet") ### Do you have a video guide? We sure do. Watch it here: ### Report an issue or suspicious activity If you receive emails suggesting suspicious activity, please report the issue to Fusion5 via Live Chat below or calling us on 0800 354 357. ## Great outcomes start with great conversationss ## Let's talk.