Learn how to prepare the information that you'll need when submitting a case. Gathering this information in advance will help the Support team resolve your issue as quickly as possible.
Submitting and managing cases is now handled in our Support portal. You can either submit a case yourself or you can ask your portal admin to submit one on your behalf.
Whichever route your choose, we recommend that you gather key details about your issue before you begin the case submission process.
Select a category below that most closely matches your issue, then review the type of information we'd like you to provide.
The more information you send us or your portal admin upfront, the faster our analysts can investigate and resolve your issue.
If you know there are other users who should be notified as the case progresses, make sure to include their names and email addresses in the case submission form or send them to your portal admin.
Access
Get help with logging in, managing your password, understanding access levels, and role-based permissions.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include:
- The login URL you were using to access Anaplan
- The model URL or name of the workspace and model
- Tenant details (name and guid)
Keep in mind that before you submit a case, you should first:
- Clear your cache and cookies
- Log in and perform the action from a different browser
Anaplan Applications (pre-built)
Get help with purpose-built applications on the Anaplan platform. These applications are fully developed and maintained by Anaplan or our partners.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- The login URL you were using to access Anaplan
- Model guid(s) and name(s)
- Tenant details (name and guid)
- App guid and name
Anaplan Data Orchestrator
Get help with Anaplan Data Orchestrator, including setting up connections, managing data, and understanding roles and permissions.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- Tenant details (name and guid)
- Model guid(s) and name(s)
Anaplan User Experience (UX)
Get help with Anaplan UX features, covering apps, pages, mobile, Workflow, and related features.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- The login URL you were using to access Anaplan
- Whether you have model copy permission or not
- Tenant details (name and guid)
- App guid and name
- Page guid and name
Extensions
Get help with extensions, including Anaplan XL Reporting, AM365, Excel and PowerPoint Add-ins, and Google Sheets Add-on, and other related features.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- Model guid(s) and name(s)
- Workspace guid(s) and name(s)
- Whether you have model copy permission or not
Financial Consolidation and Disclosure Management
Get help with Financial Consolidation and Disclosure Management capabilities, as well as Anaplan XL Reporting.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, “critical”, an issue that’s preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
- Tenant details (name)
Integrations
Get help with integration capabilities, covering CloudWorks™, APIs, Anaplan Connect, and integrations with Salesforce and other third-party services.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them (omit this if you're only using the integration account to run jobs)
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- Model guid(s) and name(s)
- Workspace guid(s) and name(s)
- The login URL you were using to access Anaplan
- The integration account, tool, and version you're using
- Error dump file (if available)
- The name of the process in Anaplan, along with any included actions (export/import, etc.)
- If you're able to run this manually within Anaplan
Intelligence
Get help with Anaplan Intelligence capabilities, covering Anaplan CoPlanner, Optimizer, PlanIQ, Predictive Insights, and other related features.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them (omit this if you're only using the integration account to run jobs)
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- Model guid(s) and name(s)
- Workspace guid(s) and name(s)
Modeling
Get help with your models, including resolving stuck models, Application Lifecycle Management (ALM), performance, calculations, settings, and other key topics such as Polaris and error handling.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them (omit this if you're only using the integration account to run jobs)
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
- Model guid(s) and name(s)
Other useful information you might want to include for ALM issues, as relevant:
- Date/time of last good sync
- Revision tag list from production model (with screenshot, if available)
- Number of changes attempting to sync
- The model URL or name of workspace and model
- Whether anyone has ever taken the production model out of deployed mode since the last good sync
Security and tenant administration
Get help with administration and user management, audit and compliance, Bring Your Own Key (BYOK), model copies, and tenant-level changes and configurations.
Before submitting a case yourself or notifying your portal admin, please take a minute to determine:
- The urgency of your issue (for example, "critical", an issue that's preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
Other useful information you might want to include, as relevant:
- Tenant details (name and guid)
- Model guid(s) and name(s)
- Workspace guid(s) and name(s)
- The login URL you were using to access Anaplan
Other
Get help with our online resources, including our websites, the Support portal, Status page, and accessibility features.
- The urgency of your issue (for example, “critical”, an issue that’s preventing all work)
- The number of users affected and their email addresses, if you have them
- Approximate dates and times that the error 1) first happened and 2) most recently occurred (with time zone)
- A description of what were you doing or trying to do when the issue occurred, along with any steps you might have taken to reproduce the issue
- Screenshots — for example, of an error message — or a video showing the issue (if available)
- Tenant details (name and guid)
