Questions and answers about the portal

Find answers to the most common questions that people have about our Support portal.

Yes, all your active cases with Support have been migrated to the portal. Using your login credentials, you can access the portal to submit and manage your cases. 

Portal admins will have additional actions they can take on active cases. 

If you're not sure what you can do in the portal, please check out ‌our overview of portal roles and responsibilities.

No, unfortunately not. The new portal launched in February, 2025. Any cases that were closed before that date, as well as any communications via email about those cases, won't be visible in the new portal. 

To ensure you can track and manage your cases more efficiently in the future, please submit them in the portal.

Yes. Anyone who's been added to a case as a "watcher" will receive updates via email. 

If you were expecting updates about a case but have yet to receive any emails, please check with your portal admin (or the case submitter, if you're working with an Anaplan partner). They can update the case to ensure you receive updates going forward.

Anyone can be added as a watcher on a case. 

Watchers will receive notification emails when a case is created as well as when any customer-facing updates are applied to the case.

When a portal admin is submitting a new case on a customer's behalf (using the dynamic case submission form in their portal), they can add a watcher or watchers at that point. They can also edit the case at any time to add watchers. 

Likewise, portal users can add watchers to any cases that their portal admin has created on their behalf. 

Unfortunately, no. To register and access the portal, you'll need to create an account with your business email address. We'll prompt you to do this before you complete your portal registration. 

To update your personal email with your business address in advance of registering for the portal, send an email to Anaplan Community help desk and complete the short form.

No. Each person who uses the portal needs to log in with their own business email address. This ensures that each person accessing the portal only has access to the cases that are relevant to them. 

We do this not only to make the portal experience as easy to use as possible, but also to maintain the security of all our customer accounts.

A knowledge and engagement account is a centralized way for you to log in to our post-sales websites: Anaplan Community , Anaplan Academy , Anaplan Applications , and now the Support portal . 

You'll already have a knowledge and engagement account if you registered for any of those sites with your business email address.

You'll need to send an email to Anaplan Community Help Desk. Complete the short form, and we'll switch your personal email address to your employer's email address. That way, you'll be able to log in to all our knowledge and engagement resources, including the Support portal, with the same email address. 

No. The portal admin and case submitter roles aren't related to Anaplan platform licenses. That means those roles won't be counted as a platform admin license for the customer. 

The Support portal is where a case submitter within a partner organization will be able to submit technical support issues related to the Anaplan platform or applications. 

The Partner Portal is the single point of entry for Anaplan partners to Partner Central, Deal Registration, Highspot, Community, and Partner Help (related to any non-platform issues).

Yes, all Fluence customers now have access to the Anaplan Support portal .  

Your company will have one or more portal admins who can submit cases on your behalf. You can also submit your own cases once you're registered in the portal. If you haven't received your registration code yet, please contact your portal admin. 

This can happen if you've registered for the Support portal with your business email address but are still using a personal email address to log in to Anaplan Community, Academy, or our Applications website.