Product: Foundry platform, Account Management (AMP)
Article link: https://help.truecommerce.com/en/articles/13164183-truecommerce-billing-who-is-my-account-representative
“Who is my Account Representative?” Knowing your assigned Account Representative can significantly improve communication and accelerate issue resolution. Research indicates that more than 50% of customer inquiries could be resolved more swiftly if customers could directly contact their Account Representative. Many users report frustration waiting weeks for responses, only to find out that their Account Representative is no longer available, or their inquiries are being handled by many different departments.
Common questions, such as “Why am I being charged $99?” or “What is this fee for?” can often be answered quickly by your Account Representative. Thus, having direct access to them can significantly reduce wait times and clarify uncertainties.
Understanding the Role of Your Account Representative
Your Account Representative is your primary contact for all account-related questions or concerns. They guide you through various features of the TrueCommerce product, billing questions, and transaction usage details. Here are some benefits of having an assigned Account Representative:
Tailored support: Your Account Representative understands your business needs and operations and can give you personalized service and advice.
Expert knowledge: They are aware of the latest pricing and product features to provide you with the most current and accurate information.
Quick issue resolution: Whether it is a query about billing discrepancies, technical challenges or account usage details, having a direct point of contact facilitates rapid responses and effective resolutions, reducing frustration and downtime.
Consistent communication: Knowing who to turn to for assistance, questions, or concerns avoids communication lapses and provides a consistent reliable point of contact.
Effective use of resources: Direct access to your Account Representative helps reduce the volume of inquiries directed to the Support and Billing teams, allowing those departments to focus on more complex issues while you receive targeted assistance for your needs.
Knowing whom to contact for assistance enables a direct line of communication, so there is no need to route inquiries through a complex web of contacts.
How to Find out Who Your Account Representative Is within Foundry
If you are having trouble recalling who your Account Representative is, locating this information is easy within Account Management. Here is how you can do it:
From the Foundry platform Menu, select Account Management > Account Overview.
In the Account Overview screen, you can find your Account Representative’s name and email address.
Note that if there is no one listed, it means that your account currently does not have an assigned Sales Representative.
NOTE: The Account Overview interface provides information on the following:
Open Support Cases
Open Projects
Your Sales Rep/Sales Account Manager
Account Balance
Network Plan
When in the portal, the user can click on View Cases, View Projects, or View Invoices to see further details.
IMPORTANT: If you do not see Account Management in the primary navigation menu, your account may not have access to it. Check out this article on how to have your Administrator grant you access.
Need Assistance?
If you have more questions or require further assistance regarding billing matters, reach out to Billing Support.
rev: 12/16/2025