Help Centre
Need help using Access Aligned?
Whether you're creating an access profile, requesting support for an event, managing accessibility services, or exploring Trusted Verification, you'll find answers to common questions below.
If you can't find what you're looking for, please either report a problem here, or contact us using our contact form here.
Frequently Asked Questions
How do I create an account?
Select Sign Up and follow the registration process. You can create an account for yourself or, where appropriate, manage an account on behalf of someone else.
What is an Access Profile?
An Access Profile allows you to record the accessibility adjustments and support that help you attend events. This information can then be shared with participating organisations when needed.
Can I update my access requirements later?
Yes. Access needs can change over time. You can update your profile whenever you need to.
Do I need to provide medical evidence?
No. Most access adjustments do not require evidence.
What do Helpful, Significant Impact, and Essential mean?
Helpful means the adjustment would improve your experience.
Significant Impact means the event may be difficult without it.
Essential means you may be unable to attend without it.
What is Trusted Verification?
Trusted Verification allows you to verify evidence of need once and use that verified status across participating organisations on Access Aligned.
Why would I need Trusted Verification?
Most access adjustments do not require verification.
Some organisations may require verification for services such as complimentary or reduced-fee companion, carer, PA, support worker, parent, guardian, or essential support person tickets.
How often do I need to verify?
Trusted Verification is normally valid for three years.
Will I need to upload evidence for every event?
No. Once approved, participating organisations can see your verification status and should not ask you to repeatedly upload the same evidence.
Can organisations see my documents?
No. Organisations can see your verification status but cannot view the documents you uploaded.
What happens to my documents after verification?
Once verification has been completed, your documents are deleted.
Only your verification status and expiry date are retained.
Can a PA, carer or support worker have their own access profile?
Yes. Connected accounts can have their own separate access profiles and access requirements.
Can I see the access requirements of my PA or support worker?
No. Connected accounts do not automatically share access information with one another.
Can my PA see all of my information?
No. Information sharing is controlled through permissions and privacy settings.
Can parents or guardians manage an account?
Yes. Parents, guardians or authorised representatives can manage accounts on behalf of children and young people.
What happens when a young person turns 18?
They will be invited to create their own login credentials.
If they choose to do so, they can take control of their account, review permissions and decide whether a parent or guardian should continue to have access.
How do I request accessibility services?
Once you have linked your ticket to an event, you can submit accessibility requests through Access Aligned.
What do request statuses mean?
- Pending — the organiser has not yet reviewed your request.
- Approved — the requested support has been approved.
- Waiting for Information — the organiser requires more information.
- Declined — the request could not be approved.
Can I change my support needs before an event?
Yes. Where available, you can update whether your support needs are lower than usual, typical or higher than usual.
Who can see my information?
Only information you choose to share with organisers will be visible.
Can I delete my account?
Yes. You can request deletion of your account and personal data through your account settings.
Frequently Asked Questions
How do organisations join Access Aligned?
Organisations complete the Accessibility Readiness Check and register their interest in joining the platform.
Can organisations join immediately?
Access Aligned is currently in a testing phase for organisations.
Completing registration allows you to register your interest and be considered for future testing opportunities.
What are the minimum accessibility requirements?
Organisations must meet Access Aligned's minimum accessibility requirements before registration can be approved.
What are the minimum requirements?
- A monitored accessibility contact.
- Agreed accessibility enquiry response times.
- Telephone support for accessibility enquiries.
- Provision of complimentary or reduced-fee companion, carer, PA, support worker, parent, guardian or essential support person tickets.
What is Trusted Verification?
Trusted Verification allows attendees to verify evidence of need once and use that verified status across participating organisations.
Can organisations see uploaded evidence?
No. Organisations only see verification status and expiry information.
Do organisations need to review evidence themselves?
No. Trusted Verification is designed to reduce duplication and administrative burden.
How do accessibility requests work?
Attendees submit requests through Access Aligned. Organisations can review, approve, manage and communicate about requests through the platform.
Can we limit capacity for accessibility services?
Yes. Capacity can be set for services such as viewing platforms, accessible parking, quiet spaces, mobility vehicles and meet-and-greet services.
Can we create waiting lists?
Yes. Waiting lists can be automatically managed when service capacity is reached.
Can we see a user's full profile?
Only information the user has chosen to share will be visible.
Who owns attendee information?
Users remain in control of their information and sharing preferences.
Will reporting be available?
Reporting and analytics features may be available depending on subscription level and platform development stage.