This article outlines the different methods available for accessing the Help Portal, ensuring you use the correct login credentials based on your role and organization.

Selecting Your Login Method

To ensure you are directed to the correct tickets and permissions, select the method that matches your employment type.

Magic Memories Corporate & Operations

If you are a direct employee of Magic Memories (including Corporate, Country/Regional Managers, and Site Managers), you must use your company-issued Google account.

1. Navigate to the Help Portal sign-in page.

2. Select Continue with Google MM SSO or Sign in with Google.

3. If you are already logged into Google, login happens instantaneously. If you are not already logged in, enter your Magic Memories email address (e.g., first.last@magicmemories.com).

4. Follow the prompts to authenticate via Google.

Client Staff & External Partners

If you are employed by one of our Clients (e.g., Merlin, Skyline, etc.) or have been assigned an external email address (site.external@magicmemories.com), you should sign in using your specific employer-provided account.

1. Navigate to the Help Portal sign-in page.

2. Select Sign in with Microsoft or Google (choose the relevant provider for your organization).

3. Enter your work email address (e.g., yourname@merlinentertainments.com.au or yourname@skyline.co.nz).

4. Complete the login process via your employer's authentication screen.

External Contractors or Personal Accounts

This option should be a last-resort. In exceptional cases where you do not have a Magic Memories or work email provided by your employer, you may use a local account.

1. Navigate to the Help Portal sign-in page.

2. Next to New to Magic Memories? Select Sign Up.

3. Enter your email and choose a password in the provided fields.

4. Select Sign In.

Troubleshooting Access

• Incorrect Credentials: Ensure you are not trying to use a personal Gmail account for a Magic Memories login.

• Permission Denied: If you can log in but cannot see your tickets, contact Tech Support to verify/inspect your permissions.

• Password Resets: For Google or Microsoft logins, password resets must be handled through your respective IT department, not the Help Portal.