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Submitting InTime/InPay Implementation Query or Concern

Submitting InTime/InPay Implementation Query or Concern

Owned by Stuart McKay
Last updated: Jun 11, 2025

This page is intended for clients currently in the implementation phase for RSM InTime and/or RSM InPay only.

If your organisation is already live with InTime and you require ongoing support, please refer to the separate guidance on raising support tickets here.

 

Introduction

To help you get the most out of your implementation with RSM, we provide a secure and efficient way to request assistance or submit implementation-related topics via our online client portal platform:

Getting Started

Authorised contacts within your agency will be set up with access to our client portal platform. In order to access the platform for the first time you will need to navigate to here and follow the instructions. Enter your email address as your username when prompted.

Please reach out to your implementation contact if you experience difficulty logging in.

Navigating to the message centre

  1. Log in to RSM’s client portal.

  2. Navigate to Utilities > Message Centre.

The message centre consists of three sections:

Screenshot of the message centre landing page
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Section details

Section details

  1. Message filters: Search for specific messages using filters.

  1. Conversation panel: View all messages submitted via the platform.

  1. Message History: Click a message preview to load past interactions. Select Reply to add details.

Submitting a query or concern

If you are providing screenshot images or file attachments, please review our support request with attachments section first.

To raise a new query or concern request, follow the instructions below:

  1. Log in to RSM’s client portal here.

  2. Navigate to Utilities > Message Centre.

  3. Click + NEW MESSAGE at the top right..

  4. The New Message page will load. Populate the relevant fields

    .

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Message centre fields

Message centre fields

  1. Service: Select the service from the drop down (you will likely have one item to select).

  1. Period: This field is optional and doesn’t require population.

  1. Message type: This will categorise your query or concern request which can help us action your request quicker and can also be used in the message filter section.

  1. Recipient: This will be populated by default.

  1. Subject: Enter a short summary of your request.

  1. Message: Enter the detail of your request here. Include as much detail as possible, for example:

    1. The nature of your request.

    2. If the request is action orientated, the steps taken (this will help our implementation team recreate your scenario).

  1. CREATE NEW MESSAGE: Click create new message.

  • After successfully creating a new message, you will be taken back to the message landing page, where your new message will appear at the top of the conversation section. Your implementation contact(s) will also be notified.

You cannot edit your original message once it has been created. If you need to append additional information, click Reply on the message from the conversation list.

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Query or concern requests with attachments

You cannot directly attach a file or screenshot to messages your create through the + NEW MESSAGE option.

File attachments, such as screenshots are uploaded first via our document centre. After successful upload, you can create a message against the uploaded entry.

To upload a document and raise a query or concern request, follow the instructions below:

  1. Log in to RSM’s client portal here.

  2. Navigate to Utilities > Document Centre.

  3. Select your service from the dropdown (typically, only one option).

  4. Select the Support Requests folder.

  5. Click Select Files and upload your document.

    1. Tip: Name your file appropriately (e.g., Timesheet_Error.png rather than Untitled).

    2. Tip: If you have multiple files, combine them into a ZIP before uploading.

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  6. Click Upload File to confirm.

  7. Once uploaded, click the speech icon to create a request linked to the document.

  8. The Message Centre will open with your attachment displayed. Click Reply to describe your issue.

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Notification updates

When your Query or concern request receives a response or an action is taken, you will receive an email notification.

Troubleshooting Notification Issues

If you are not receiving updates:

  1. Click your name in the top-right corner of the portal.

  2. Select Settings.

  3. Ensure Receive Message/Document Centre Email Notifications is enabled.

Closing Query or concern requests

Once a query or concern request is resolved, your implementation contact will confirm whether it can be closed. Upon confirmation, the request will be closed, and you’ll receive a notification email.

Closed query or concern threads cannot be reopened—if further assistance is needed, a new query or concern request must be submitted.