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Avalara Help Center

How to Create a Support Case

This article applies to:Avalara Excise


This document applies to all license types.  Content last updated 10/27/2017. 
Help Center documentation is confidential and proprietary to Avalara clients.

For faster answers, be sure to Search First and Gather Required Information, if you haven't already.

Login to the Avalara Excise Platform

This page is  for Support Contacts only. If you are a Support Contact, login to the Avalara Excise Platform to create and manage Support Cases anytime, day or night (except for brief maintenance periods).

What if no one can login?

If no one can login, including your Support Contacts (critical priority), do this:

  • Verify your internet connection to a news or other frequently updated web site.
  • If the internet test fails, contact your IT team.
  • If a common public site (news, weather) connects and does not,
    • Gather as much information as possible.
    • Click this link to create an email to
    • Include the information you gathered and send the email to create a case.
    • Check your email for a reply with a case number.
    • Call 877-780-4848, give them your case number and ask to speak to an Excise Support Specialist.

Using Support Cases is secure, reliable, direct, accessible and focused. With all these advantages, we are limiting the use of email this one situation.

  1. Click Admin > Support Cases.


  2. Select your company name from the Account dropdown.
    Note: If you are a Support Contact and the Account dropdown is empty, complete the initial setup for Support Cases and then come back here.
  3. Click Add New Record.
  4. Fill out the entire form, following the example below. 
    • All fields are required except the Closed Date.
    • Use the temporary word processing document you created in Gather Information to fill out the form.
    • Better information means faster answers and remember - report only one issue per support case.
  5. Click Update Case to create it.

  6. The grid will update with your case number, with an icon indicating the priority you assigned.
  7. Now you can add files to your case.  Click the Attachments tab and then Select Files.
    • The file Supplemental Information.png is automatically attached by the software to every case.  It contains system information used by support and should not be edited by the user.
  8. You will be prompted to select a file to upload from your computer.
    • The maximum file size you can upload is 25 MB.
    • Refer to your browser's help menu if you need instructions on how to upload a file to a web page.
  9. You will see your file attached to the case.  To save an attached file to your computer, click the download icon.

When can I expect a response?

This and more is explained in Excise Support - Here to Help.

Update a support case

You can add comments and attachments anytime, day or night, except for brief maintenance periods.

  1. Click the Comments tab.
  2. Click Add New Record
  3. Type in your freeform text.
  4. Click the check mark to add the comment.
  5. You can also add an attachment. Please be sure to add a comment any time that you add an attachment.
  6. Click Update Case to alert support that it has been edited.

Closing a case

  1. When your problem has been resolved, close the case so it no longer appears in your filtered list of open issues.
  2. Click the case in the grid row to the Details tab.
  3. Enter or select a date in the Close Case box.
  4. Add information about the case resolution to the Comments if you wish.
  5. Click Close Case.

Tracking and case history

You can add widgets to your Home page dashboard that will help you keep track of your open cases, research closed cases and view statistics like tickets per month, support response and resolution time.  Click here to learn how to create and manage a custom dashboard.

Software releases and support holidays

Returns Excise is unavailable during software releasesQuarterly releases begin on the release day at 9:00 pm Central time (USA) with a 3 hour maintenance window. The actual time that the systems are unavailable is much less.  

Support cases submitted outside normal business hours (8 am - 5 pm Central USA) will be handled the next business day.

Click here for the schedule of releases and Avalara holidays.

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