The way you contact Customer Care is changing!

Starting in November, we'll be making a few changes to the way you contact our Customer Care team.

As part of our continued drive to bring you a best-in-class support experience, we've recently launched our Customer Care portal. 

The new portal gives you a faster, more transparent way to submit and manage all your support cases. That's because it's purpose-built to give you the clarity and control you need.

With the launch of the new portal, we'll be retiring our “support@anaplan.com” email address. From November 2025, the portal will be your go-to channel for all case submission and management.

November might seem a long way off, but there's no need to wait! Many of our customers have already made the switch, and we encourage you to join them.

• Faster resolutions: Dynamic forms capture all the key details of your case up front, which means our analysts can support you with fewer delays and a lot less back and forth. 
• Total visibility: You can track, comment on, and collaborate on your open cases in real-time. You can also search your case history for previously resolved issues.
• Self-service agency: The portal gives you instant access to answers with its built-in access to platform status, known issues, and knowledge articles all in one place. 

The portal launched earlier this year, but already we've made meaningful improvements based on the feedback you gave us:

• All users can now submit cases — and there's no cap on the number of users per account.
• You can assign up to 30 portal admins to manage case visibility and user access.

• Ensure your company has at least one portal admin registered (you can have up to 30).
• If you don't yet have a portal admin, please contact your Anaplan Customer Success Business Partner. They can help register your first admin to unlock access.
• Explore our guides, videos, and Q&As for more details about using the portal.
• Start submitting support cases through the Customer Care portal!

Once you're registered, if you have any further questions, just submit them in the portal .

Thank you for partnering with us as we continue to elevate your support experience. We can't wait for you to see the difference!

-- The Anaplan Customer Care team