How to access customer support
Below are all our customer support options. You must be logged into the Support Portal to request assistance from a support agent.
The Search Bar
The search bar on the homepage should be your first port of call. You don't need to be logged into the Support Portal to search our knowledge base and product documentation. Our support agents use this search tool to assist them with customer queries so this is a good shortcut for you.
Click into the search box How can we help you? and type your question.
Top tips for information search:
- consider what information you need and think about the question that is most likely to get that information for you
- use the filters on the left side to refine the product category search
- if you think an article might have the information you need, hover over Quick View and click the
icon to check.
Search Example:
Create a Support Case
If you are unable to locate the answer you need by using the search bar from the homepage, you can create a support case in two ways:
Using email communication
To work by email with a support agent, click the Cases tab located in the top menu. Click here for full instructions on how to raise a support case.
NOTE: If you require urgent support, select your reason for urgency from the Case Reason field in the case form.
Using email, telephone or live chat support
Login to the Support Portal and click on the orange Chatbot button at the bottom right of the homepage. Follow the prompts through to I require Support Agent assistance, complete the case form and select from the following three support options:
NOTE: If you require urgent support, select your reason for urgency from the Case Reason field in the case form.
- Create a case – typically we will use email to communicate with you
- Call me Back – you will receive telephone support
- Live Chat – if we have a support agent available, you will be assisted online in real-time
Click here for full instructions on how to use the Chatbot to get the support you need.
Ask the Community
You can ask other Support Community members for their experience and expertise with the CCH product you use. You will find the Ask the Community tab located in the top menu.
To ask a question, type into the Ask a Question field and complete the details in the pop up window. Click here for full instructions on how to use this resource.
Note: If you are not a Support Portal member, please locate your Wolters Kluwer Account Administrator and discuss joining.
If you do not know who your Administrator is, contact Wolters Kluwer Support. Any communication received through this channel will NOT result in a support case being created.