When you either create a support case, Support updates the case, or the case is closed, you will receive an email showing the status of the support case.

The email received will most often be from sender: donotreplysve@wolterskluwer.com.

The top of the e-mail will state, "Ticket #... has recently been ...  See below for details or view the ticket online at: [URL for the support case]."

In order to receive a timely response from Support, please do not reply to the email. Use the support case system to respond to Support using the instructions below.
 

Respond to a Support Case

1. Open an internet browser and go to https://support.cch.com/. Click Support Cases in the toolbar and then My support cases. 
   • If an email was received regarding the case, click on the URL link to the support case in the email and skip steps 2 and 3 below.
     • Note: Your Internet browser will open and go to the support.cch.com site.
     • If not logged in, you will be prompted to log into the website. Once logged in, the support case will open.
     • If you are not registered see How do I create a user for My Account (the support.cch.com website)?
       • If unable to view or update any support cases on the support site please follow the below article:
         • Why can't I view or update an existing support case on support.cch.com?
2. Search for your case number.
3. Select the case number to view the details of the case.
4. Select Update case to create the response to the support case.
5. In the text box Add Comment, type your response.
   • To cancel, select Cancel.
6. Attach relevant files, select Add files.
   • CCH® ProSystem fx® Tax and CCH Axcess™ Tax return files can only be attached if zipped with a trusted file compression application at this time. 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 steps 7-11 below.
     • The system will inform you if an invalid file type is selected.
     • Many file types can be attached: PDF, Excel, PNG, JPEG, ZIP, etc.
   • For additional options on providing tax return files to support, please select the applicable Additional Information link below.
7. Browse for the file.
8. Select the file.
9. Select Open.
10. Attach more files by repeating steps 6 through 8.
    • Select Show more upload fields to attach more than the default of three files.
11. When finished, select Update case to send the message and any attachments to support.
12. Support will respond to the case.

Additional Information

• How do I create a user for My Account (the support.cch.com website)?.
• How do I create a support case on support.cch.com?
• How do I attach a return to the case I am submitting or have submitted to support?
• How do I send a tax return for CCH® ProSystem fx® Tax to customer support?
• How do I send returns to Support from CCH Axcess™ Tax?
• How do I reopen a closed case with Support on the support.cch.com website?
• Why can't I view or update an existing support case on support.cch.com?