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 Clients & Contractors

If you are employed by one of our Clients (e.g., Merlin, Skyline, etc.), you should sign in or sign up using your specific employer-provided account. You may use a help desk-specific account.

Sign Up

To sign up for an account within our help portal for the first time:

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.

   • Be sure to enter your work email address (e.g., yourname@merlinentertainments.com.au or yourname@skyline.co.nz).

   • Avoid using personal email addresses (@gmail.com, @outlook.com) unless your employer has not provided you with an email address.

4. Select Sign In.

Sign In

To sign into your help portal account:

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

2. Sign in with your email address and password.

   • Be sure to enter your work email address (e.g., yourname@merlinentertainments.com.au or yourname@skyline.co.nz).

   • Avoid using personal email addresses (@gmail.com, @outlook.com) unless your employer has not provided you with an email address.

3. Select Sign In.

Forgotten Password

This is only applicable to help portal accounts at help.magicmemories.com that do not use Microsoft or Google to log in. If you forget your Microsoft or Google password which you use to sign into this portal, please reset it through Microsoft or Google as applicable.

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.

   • Be sure to enter your account email address (e.g., yourname@merlinentertainments.com.au or yourname@skyline.co.nz).

4. You will be told that you already have an account and that a reset password email will be sent to you.

5. Check your email for said reset password email.

6. Follow the link and choose a new help portal password.

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.