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Avalara Help Center

Support Cases Setup

This article applies to:Avalara Excise

 

This document applies to all license types.  Content last updated 9/8/2017.
Help Center documentation is confidential and proprietary to Avalara clients.
 

Each client identifies 2 support contacts who can register to submit and manage support cases on behalf of all their users. 

Each support contact must be activated and enable a security token.  These are one-time setup steps that ensure only authorized users can communicate tax information securely between your company and support.

Verify access with a security token

Your Avalara Excise support case security token is a unique set of characters generated specifically for the support contact requesting it.  If a new support contact is added, they must follow the setup and request a token matched to their own profile.  

  1. Log into the Avalara Excise Platform (Returns Excise & AvaTax Excise).
  2. Click the Welcome link in the upper right corner.
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  3. Enter your Current Password and click Unlock Profile.
    • If your business uses single signon for the Avalara software, you will see not Unlock Profile.  Just continue to the next step.
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  4. Click the Support Case Options tab.
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  5. Click Send New Token.
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    Tip: Do not sign out after requesting a new token or the verification will fail.
  6. You will see a message that a token is sent to the email address in the profile.
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  7. Open the token email and copy/paste it into the Token field.
  8. Click Verify Token.
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  9. You will see the message Token Verified! when it is accepted.
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  10. Support Cases has now been added to your Admin menu.
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  11. A new token can be requested at any time by an existing support contact.  Request a new token if your email address changes.

Try it out! If you haven't already created a Support Case, please create a case now, to verify everything before you need it. Just let us know that this is a test case. 

Need a little help setting this up?

If you're a Support Contact, designated by your company, call 877-780-4848 and ask to be transferred to an available Excise Customer Support Specialist. 

excisehelpcenter@avalara.com