If you are stuck, the quickest way to get help from the Tax Optimiser support team is to raise a support case (you may know it as a support ticket) from inside the software. A case keeps your question, your screenshots and our replies together in one place, and it tells us which login and organisation you were using, so we can start on the answer instead of asking you for the basics.
Before you raise a case
Most questions are already answered in the Help Centre, so the Support cases page starts with a How can we help? search box. Type a few words, such as trial balance, VAT or HMRC, and the matching help articles appear underneath. They open in a new tab, so you don’t lose your place.
If nothing answers your question, raise a case.
Open the Support cases page
Sign in to Tax Optimiser and click the Support cases icon (two speech bubbles) in the bar at the top of the page, next to the Help Centre icon. On a narrow screen it is in the top menu as Support cases.
If the problem is about one particular company, switch to that organisation first. The case records the organisation you have selected when you raise it.
The page lists every case you have raised. Click Raise a support case to start a new one.
Fill in the form
- Subject — a short summary of the problem, such as Trial balance import shows a mapping warning.
- Category — the area your question is about: General, Accounts / Companies House, Corporation tax, Self assessment / MTD, VAT, Billing or Something isn’t working.
- Priority — Low, Normal, High or Urgent. It starts on Normal. Choose a higher priority when a filing deadline is close, and say what the deadline is in the description.
- Year (optional) — shown when the category is Accounts / Companies House or Corporation tax and the organisation has accounting periods. Pick the period your question is about, or leave it on Not sure / not about a specific year.
- Phone (optional) — add a number only if you are happy for us to call you about this case. It is saved to your profile, so it is filled in for you next time.
- Description — what you were trying to do and what happened.
A good description saves a round of questions. It helps to include:
- what you were trying to do, and the screen you were on;
- what happened instead, including the exact wording of any error message;
- which organisation and accounting period it is about, if you didn’t pick a year;
- anything you have already tried.
Heads up — never put passwords, Government Gateway credentials or a Companies House authentication code in a case. We don’t need them to help you.
Attach screenshots and files
A screenshot of what you are looking at is often the fastest way to explain a problem. Click Attach files, or copy a screenshot and paste it straight into the description with Ctrl+V.
- You can attach up to 5 files at a time, each up to 20 MB.
- Accepted types are PDF, images (PNG, JPG, GIF), Word, Excel, CSV and text files.
- If the problem is with an import, attach the file you were importing.
Each attachment is listed under the description with a cross next to it, in case you picked the wrong file.
Submit, and what happens next
Click Submit support case. Your case opens with a confirmation and a reference number such as SC-00042, and our support team is told about it straight away.
This isn’t live chat. Our support team normally replies within one working day. When they do, we email you at the address you sign in with, so you don’t need to keep the page open. The email includes the reply and a link back to the case.
Read the reply and answer it
Open the case from the link in the email, or from Support cases in the top bar. The conversation reads like a message thread: your messages are on the right, and replies from the support team are on the left.
To answer, type in the box under the thread and click Send message (or press Ctrl+Enter). You can attach files or paste screenshots here too. Please reply in the case and not by email, so that your message stays with the rest of the conversation. Refresh checks for new replies without reloading the page.
Follow your cases
My support cases shows the reference, status, the date you raised each case and when it was last updated. Use Open, Closed and All to filter the list. A case that is waiting for you is marked Support has replied.
| Status | What it means |
|---|---|
| New | We have received your case and nobody has replied yet. |
| In progress | The support team is working on it. A case also moves here when you reply. |
| Awaiting customer | We have replied and are waiting to hear from you. |
| Resolved | We think the problem is fixed. If it isn’t, reply in the case and it goes back to In progress. |
| Closed | The case is finished and can’t be replied to. If you still need help, raise a new case. |
Resolved and closed cases are both under the Closed filter.
If you can’t sign in, or aren’t a customer yet
You need to be signed in to raise a support case. If you can’t sign in, or you have a question before you sign up, use the contact form or email support@taxoptimiser.co.uk.
Frequently asked questions
Is a support case the same as a support ticket?
Yes. Tax Optimiser calls them support cases. Each one has its own reference number and its own conversation with the support team.
Is this live chat?
No. The conversation looks like a chat, but replies are not instant. We email you when the support team has replied, so you can carry on working and come back to the case later.
How long does a reply take?
Our support team normally replies within one working day. If you have a filing deadline coming up, choose a higher priority and say what the deadline is in the description.
Can my accountant or a colleague see my support cases?
No. Your cases belong to your login, so My support cases only shows the cases you raised yourself. A colleague with their own login sees only their own.
What can I attach?
Up to 5 files at a time, each up to 20 MB: PDF, PNG, JPG and GIF images, Word and Excel documents, CSV and text files. You can also paste a screenshot with Ctrl+V.
Can I reopen a case?
If the case is Resolved, reply to it and it goes back to In progress. A Closed case can’t be replied to, so raise a new case and mention the old reference.
Can I ask for a phone call?
Yes. Add your number in the Phone field when you raise the case and say when is a good time to call. The details of the problem are still best written in the case, with a screenshot if you can.