Warning! Before sending any return to support, you should scrub the sensitive information from it. If asked to provide un-scrubbed files, contact CCH® support with a chat or a phone call in reference to your case number.

For instructions to create a scrubbed tax return file, select from the following two links:

• How do I scrub a tax return using CCH® ProSystem fx® Tax?
• How do I scrub a tax return using CCH Axcess™ Tax?

Scrubbed ProSystem fx® Tax return files can be attached directly to a case if zipped with a trusted file compression application.

• Click here for Microsoft instructions for using their built-in compression tool.
• Zip the tax return file either stand-alone, or with other relevant files, then attach directly to the case using the steps shown below under the heading, "Attaching a tax return file to a support case."
  • Many file types can be attached: PDF, Excel, PNG, JPEG, ZIP, etc.
  • The system will inform you if an invalid file type is selected.

Scrubbed CCH Axcess™ Tax return files are zipped during the scrub process. Once the scrubbed file is created, it is ready to attach to a case.

Attaching a tax return file to a support case

To attach tax returns and other files to a support case, you must have a registered account with the support site. See our article on how to register for the support site.

Use one of the following options to either create a new case or update an existing case:

To create a new case and attach file(s)

1. Open Microsoft® Edge or Google® Chrome™ and navigate to support.cch.com.
2. Click Support Cases on the home screen.
3. Click Open a support case. 
   • Note: If you are not already logged in, you will be prompted to log into the support site.
4. In Which of the following best describes your need?  Select the applicable description and then complete the required fields indicated by a red asterisk: *.
5. Once all of the required information has been entered and the ticket has been submitted, select Attach files then select Add files.
6. A Microsoft Windows file explorer screen will open allowing you to browse to the location of the files you are needing to attach. 
7. Select the file.
   • Note: If attaching multiple files from the same browser location, hold the Ctrl key on the keyboard and select any applicable files.
8. Click OK on the File Upload window.
9. Click Update Case.

To attach tax return files to an existing case

1. Open Microsoft® Edge or Google® Chrome™ and navigate to https://support.cch.com/ticket/tickets.aspx and login when prompted.
   • (Optional) Navigate to support.cch.com and do the following:
2. Click Support Cases on the home screen.
3. Click My support cases.
   • • • Note: If you are not already logged in, you will be prompted to log into the support site.
4. In Search Field Case number, enter the case number.
5. Select Find Case.
6. Select the case number to view the details.
7. Select Update case.
8. Select Add files.
9. A Microsoft Windows file explorer screen will open allowing you to browse to the location of the files you are needing to attach.
10. Select the file.
    • Note: If attaching multiple files from the same browser location, hold the Ctrl key on the keyboard and select all files.
11. Select OK on the File Upload window.
12. Select Update case.

Notes: The maximum file size for attachment is 25 MB, as of 3/8/2021. Please ask support to "pull" the file using a secured remote session if it is too large to attach.

Default Locations of Scrubbed Files

• Navigate to the location that was selected during the Scrub process.
• The default path is ?:\Wfx32\Client\Scrubbed where ? = the drive letter where tax is installed, and YYT = YearProduct.
  • Example: ?:\Wfx32\Client\Scrubbed\clientid1.U9I.

• Navigate to the location that was selected during the Send to Support process.
• The default path is: C:\Users\\Documents\WK\Scrubbed).
  • Example: C:\Users\\Documents\WK\Scrubbed\account number_date_time.zip