Getting support on the FIRECREST Portal

Do you need support on our FIRECREST Portal?

To make it as easy as possible, we recommend checking out our help pages first before getting in touch.

We have support FAQ's covering a whole range of subjects, and you could find just what you need to fix the issue yourself. It's quick, easy and saves you from having to make a phone call or waiting for that email reply. These are located within your Study Portal in the 'Support' section.

In this article

I can't remember my username
How can I change my account details?
I'm having difficulty logging in
How do I get access to a new study
How to reset my FIRECREST Password
I can't see any trainings/documents
I have trainings in 'My Training' but I don't need to complete them
Why can't I R&A document

I can't remember my username

Usernames are the email address associated with your account; you will find this on the welcome email you received from FIRECREST

How can I change my account details

To change your first name, last name or your email address, please contact FIRECREST Support.

I'm having difficulty logging in

FIRECREST Support uses a variety of methods for logging in to the portal, all designed to make it as easy as possible for account holders. Below are the key instructions for signing in:

All ICON staff should use the ICON Employee Button
The username and password are the traditional approach for most accounts to sign in to FIRECREST. Some sponsors have opted to use their own corporate emails to enable single sign on into the FIRECREST Portal. If you are redirected to your sponsor for logging in, this means your sponsor has opted in and your corporate email and password should be used.
'Login with Medidata' gives you the option of using your Medidata login details to sign in to the FIRECREST Portal. If you have a Medidata account, and you cannot login using your FIRECREST (or Sponsor) username and password, it is recommended to try the Medidata login.

How do I get access to a new study

All access requests must go through you Study Team or Study Monitor. They will then assign you to FIRECREST using the agreed process with their study.

How to reset my FIRECREST Password

If you have forgotten your password, please click the "Forgot your Login Details?" button on the FIRECREST homepage.
Please note, if you have used Medidata to login previously, you should continue to use this. Additionally, if your sponsor has opted into using their corporate email address, you will not have the ability to reset your password on FIRECREST.

I can't see any trainings/documents

Trainings and documents are deployed based on your role. If you can't see any training or documents, it is likely that none have been deployed to your role.
Please contact your Study Team for further information.

I have trainings in 'My Training' but I don't need to complete them

Trainings and documents are deployed based on your role. If have any training or documents to be completed, it because the Study Team have deemed it necessary.
Please contact your Study Team for further information.

Why can't I Read &Acknowledge a document

Read and Acknowledgement of documents are controlled by the Study Team. If you can read the document but can't acknowledge it, it is likely that the Study Team have decided this.
Please contact your Study Team for further information.

Can't find what you're looking for on our help pages?

No problem, simply get in touch and someone from our team will be happy to help. You can contact us by our web form, located here or call us on our toll-free numbers, located here.