> ## Documentation Index
> Fetch the complete documentation index at: https://help.pragmachartered.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Submit a support case

> Ask the Pragma team for help from your workspace, or reach them while signed out.

If you can sign in as firm staff, including a **Connector admin**, use **Help & support** to submit a case and read the team's reply there. A **Client portal** seat cannot use this signed-in support page; ask your practice for help. If you cannot sign in, use the public form instead. Your signed-in cases belong to your own account and active firm: another colleague does not see them in their case list.

![New case panel showing category, description, screenshot drop zone and submit button](https://help.pragmachartered.com/images/support/new-case.png)

## Submit from your workspace

Before you start, sign in to the correct firm. If you belong to several firms, use the account menu to check the active firm; a case created here is associated with that firm. You do not need to enter your name or mobile number in this form: it uses your signed-in account.

| Field | What to enter |
| - | - |
| **Category** | Select the closest topic: **Signing in**, **Invoices and review**, **WhatsApp intake**, **Tally**, **Compliance and GST**, **My account or firm**, **Something else**, or **Book a walkthrough** (see [Book a walkthrough](https://help.pragmachartered.com/support/book-a-walkthrough.md)). The initial choice is **Something else**. |
| **Subject** | Enter a concise description of the problem, between **3 and 120 characters** after spaces at the ends are removed. Identify the page or operation without including confidential credentials. |
| **Description** | Explain what you tried, what happened instead, and which page you were on. Include the exact error text and approximate time if helpful. Enter **10–4,000 characters** after spaces at the ends are removed. |
| **Screenshots (optional, up to 3)** | Drop files or choose them; PDF, JPEG and PNG only, **no empty files**, up to **19 MB per file** and **three files total**. Use **Remove** beside a chosen file if you need to replace it. Attach only material you are permitted to share, never passwords or verification codes. |

**1. Open New case**

In Pragma, select **Help & support** under **Manage**. The page suggests checking the help center first; **Open help center** opens these guides in a new tab. Select **New case** (also offered as the action when you have no cases yet). Check the active firm before submitting.

**2. Describe the issue**

Choose **Category**, fill **Subject** and **Description**, and add screenshots only if they help explain the issue. Check filenames and remove any unintended attachment.

**3. Submit and save your reference**

Select **Submit case**; it reads **Submitting…** while the optional files upload and the case is created. If the panel displays a validation or upload error, correct the indicated field or file and submit again. On success, the panel closes, the list switches to **All**, and a notice says **Case PC-XXXXXX opened. We'll reply here.** with your case reference.

**4. Read updates**

On **Help & support**, the list shows **Reference**, **Subject**, **Category**, **Status** and **Updated**. Use the **Status** filter (**All**, **Open**, **In progress**, **Resolved**). Select your case row to see its reference and subject, category and opening time, the current status, **What you sent**, **Attachments** with each file's scan state (**Scanning…**, **Scanned clean**, **Scan failed** or **Flagged by malware scan**) and **Reply from Pragma** when a reply exists. The panel does not offer a file-opening or reply-writing control.

### If the case is refused

| Message | What to do |
| - | - |
| **Subject must be between 3 and 120 characters.** | Shorten or lengthen **Subject**. |
| **Description must be between 10 and 4000 characters.** | Add detail, or shorten **Description**. |
| **Attach at most three files.** | Remove a file before adding another. |
| **\[file name]: Only PDF, JPEG and PNG files are accepted.** | Save the screenshot as PNG or JPEG, or the document as PDF. |
| **\[file name]: This file is \[size] MB. The limit is 19 MB.** | Crop or compress the file. |
| **\[file name]: This file is empty.** | Choose the right file. |
| **Too many attempts. Try again in \[n] seconds.** | You can open up to 10 cases an hour in a firm. Wait, then submit again. |

A **Client portal** seat that opens **Help & support** sees **This page is for the practice** with **Open your invoices** instead of the form; ask your practice for help.

![Help and support case list with its status column highlighted](https://help.pragmachartered.com/images/support/your-cases.png)

## Contact support while signed out

The public [Contact support](https://app.pragmachartered.com/contact-support) page does not require a session. Use it if you cannot sign in. It is a separate form: it cannot attach files or show you a case history or staff reply.

![Signed-out contact support form](https://help.pragmachartered.com/images/support/contact-support.png)

| Field | What to enter |
| - | - |
| **Your name** | Your name for the Pragma team to use, **2–80 characters** after trimming spaces. |
| **Mobile number** | A number where the team can call you. The page accepts **10 digits**; for an Indian mobile it must start with **6, 7, 8 or 9**. The confirmation displays it with **+91**. |
| **Firm name** | The name of the firm you need help with, **2–120 characters** after trimming spaces. |
| **Category** | Pick the closest of the same eight topics listed above; **Something else** is initially selected. |
| **Subject** | Briefly identify your question or issue, **3–120 characters** after trimming spaces. |
| **Description** | Explain your intended action, what occurred, which page you were on and any error text, **10–4,000 characters** after trimming spaces. Do not include passwords or verification codes. |

**1. Fill the public case form**

Open **Contact support** and enter all the contact and issue details in the table. Double-check the mobile number: the team uses it to call you. There is no screenshot field on this page.

**2. Submit and keep the reference**

Select **Submit case**; it reads **Submitting…** while sending. If a field is refused, correct it and try again. **We couldn't send your case. Check your connection and try again.** means it did not reach Pragma. **Too many attempts** means too many public cases were sent from your connection recently (the limit is 5 an hour); wait and try again. A successful submission shows **Case received** and *"Case PC-XXXXXX received. The Pragma team will call you on +91 …"*, with **Back to sign in** and **Help center** links. Keep that reference for follow-up. You cannot view a reply on the public page; if you can sign in later, use **Help & support** for signed-in cases rather than assuming a public case appears in your list.

> [card] Still stuck?
>
> [Open a case](https://app.pragmachartered.com/support) from **Help & support** in Pragma, or [book a walkthrough](https://help.pragmachartered.com/support/book-a-walkthrough.md) and the team will show you around on a call. Can't sign in? [Contact support](https://app.pragmachartered.com/contact-support).


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