Common Support Questions

If you are unable to access Anaplan, there are several possible causes. This guide will walk you through some of them and assist you in troubleshooting your issue. If you continue to experience difficulty accessing Anaplan, please contact Customer Support via email, phone, or chat.  Read More
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These are some common questions regarding logging in to the Anaplan platform. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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If your model seems to be running slowly, please review the common questions and answers below related to model slowness and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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These are some common questions regarding copying models. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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If you require whitelisting to connect to Anaplan, please use the following information. Please note that this information is subject to change without notice. Please refer to this page in the future for any updates to this list. Please consult your internal administrators prior to making any adjustments to your internal whitelist. Read More
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These are some common questions regarding Anaplan workspaces. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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These are some common questions regarding Application Lifecycle Management (ALM). Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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These are some common questions regarding data importing and exporting. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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If you are having difficulty with importing, this guide will walk you through some steps to help you identify and resolve your issue. Start with Option 1, and only proceed to Option 2 and then Option 3 if the preceding steps do not resolve your issue. Read More
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These are some common questions regarding dashboard synchronization. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support. Read More
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As many Anaplan users know, running large calculations or large imports/exports can, in certain instances have, a significant memory overhead on the Anaplan service. When this happens the Anaplan service needs to free up memory in order to remain healthy. Some users may have received the "Service Temporarily Unavailable" page in the past, which indicates the server is under particularly heavy load and is working to free up memory. Read More
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Why is conditional formatting disappearing from modules after setting the conditional formatting rules? Read More
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When I log in I see the message "You Have Successfully Logged in to Frontdoor" and a blank screen. What should I do? Read More
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The Anaplan Academy offers many opportunities for training in both on-demand and in-person environments. During your training, you may have questions or encounter challenges with assignments. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please email academy@anaplan.com. Read More
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The new Anaplan APIs and integration connectors leverage Certificate Authority (CA) issued certificates. These certificates can be obtained through your company's intermediary CA (typically issued by IT or Security group) or by purchasing it from a trusted Certificate Authority. Anaplan clients leveraging REST API v2.0 use both basic authentication and CA certificate-based authentication. Examples of these clients include Anaplan Connect 1.4.x, Informatica Anaplan Connector, and Mulesoft 2.0.1. If you are migrating your Anaplan Connector scripts from v1.3.x to v1.4.x, your available options for authentication will be basic authentication or CA certificate-based authentication. This article outlines steps to perform in preparation for CA certificate authentication. Read More
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Common Support Questions

Case Portal FAQ
  • What is Case Portal?
    • Case Portal is a new and enhanced way to submit support cases.

Unable to Access Anaplan

View a short video regarding issues accessing Anaplan

Issues logging in to the platform

View a short video regarding SSO Troubleshooting.

Additionally, click here if you are able to log in, but do not see any models listed.

Model slowness questions

If your model seems to be running slowly, please review the common questions and answers below related to model slowness and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

Single Sign-on (SSO) Issues

Review this video for common questions about SSO Troubleshooting

Model copy questions

These are some common questions regarding copying models. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

Domain and IP Whitelisting

If you require whitelisting to connect to Anaplan, please use the following information.

Please note that this information is subject to change without notice. Please refer to this page in the future for any updates to this list.

Please consult your internal administrators prior to making any adjustments to your internal whitelist.

Workspace

These are some common questions regarding Anaplan workspaces. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

ALM Questions

These are some common questions regarding Application Lifecycle Management (ALM). Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

Data importing or exporting questions

These are some common questions regarding data importing and exporting. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

Import Concerns Troubleshooting Guide

If you are having difficulty with importing, this guide will walk you through some steps to help you identify and resolve your issue. Start with Option 1, and only proceed to Option 2 and then Option 3 if the preceding steps do not resolve your issue.

Dashboards aren’t syncing data

These are some common questions regarding dashboard synchronization. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

Changes to the user experience when your Anaplan service is under increased load

As many Anaplan users know, running large calculations or large imports/exports can, in certain instances have, a significant memory overhead on the Anaplan service. When this happens the Anaplan service needs to free up memory in order to remain healthy. Some users may have received the "Service Temporarily Unavailable" page in the past, which indicates the server is under particularly heavy load and is working to free up memory.

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