If you’ve been authorised to contact our advice lines, your personal advice number will be visible when you log into Atlas. Simply look to the top right corner of your account and click the symbol shown below.
Additionally, access eligibility may be tied to your role within the company. Typically, the Advice Line is available to the individual who signed the Citation contract or is recorded as a director in Companies House. If you believe you meet the eligibility criteria but the Advice Line is not visible, consult your service owner or an administrator to verify your account permissions.
If the original contract signer or director is unavailable, obtain written authorisation from another company director or owner explicitly granting access to the Advice Line for the required individual.
Your advice number is unique to you – it helps us identify you and access your previous advice history.
Keep your advice number confidential – do not share it with anyone else.
Managing Your Advice Pin
Click the advice number symbol to manage your advice pin.
You’ll see an eye icon – click this to view your current pin (if you haven’t changed it before, the default is 1234).
To update your pin, use the ‘Change Advice Pin’ button at the bottom of the screen.
Important: You must change your pin at least once before contacting the helpline. This ensures your pin is private and secure.
Treat your advice pin like a password – never share it with anyone.
Calling the Advice Line
When you call for advice:
Select the service you need (Health & Safety or Employment Law).
Enter your advice number and your 4-digit pin when prompted.
If your details match our records and you are an active advice user, you’ll be connected to one of our Advisors.
Troubleshooting: Can’t See Your Advice Number?
Permission Management for Advice Line Access
If your Advice Number is not visible due to permission issues:
Confirm with your administrator or service owner if you have the required permissions.
Authorisation from a company owner or director may be needed to resolve access limitations.
If you are experiencing issues such as a missing telephone icon or cannot access your pin, you can try signing out of your account and then signing back in. This can refresh your permission settings and resolve visibility issues. Consult your service owner on how to manage authorisation processes for assigning advice line access where required.
First, check with your company’s service owner to confirm you meet the eligibility criteria for accessing the Advice Line (e.g., being the contract signer or a registered director).
If your advice number is blank or missing, log out of your account and sign back in. This step refreshes your permissions and often resolves visibility issues.
Need more help? If you’re still having trouble, please contact your service owner or our support team for further assistance. Ensure your email includes clear written authorisation from a company director or owner if your request involves granting access permissions.
When contacting support, ensure you provide detailed information about your eligibility status, account setup, and any troubleshooting steps already performed. This will help our team address your issue more efficiently. Include explicit details on the authorisation provided, such as the user’s full access permissions, Advice Line number, and PIN, if applicable.