Common Support Questions

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What is Case Portal? Case Portal is a new and enhanced way to submit support cases.
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View a short video regarding issues accessing Anaplan
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View a short video regarding SSO Troubleshooting. Additionally, click here if you are able to log in, but do not see any models listed.
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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.
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Review this video for common questions about SSO Troubleshooting
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Why is conditional formatting disappearing from modules after setting the conditional formatting rules?
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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?
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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.
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Question I’ve received the following error message: “Failed to locate model (source model)” What causes it and what should I do to resolve it? How does it happen? You will see this error if you have performed the following: Create an import between two models within the same workspace. Import the target model to another workspace. Attempt to run or edit the import in the new model, or attempt to create an new import using the import data source that was created in step 1.  How do I resolve it? In the model which is showing the error, navigate to Settings > Source Models. Select the model which is the source of the import (note: the preceding workspace name will be incorrect). Click Edit Mapping; you will see the following warning at the top of the selection dialog box: "Original source model is not available." Select the workspace the source model is in from the dropdown, and then select the source model and click OK. Retry the import action, and it will now reference the correct source model. Please contact Anaplan Support with any further questions. 
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When copy/pasting a cell value, Anaplan uses the browser language settings to set the decimal separator. If the copied number has a different format from the one set for the Line Item, users receive the error above. To resolve this error, users need to change the browser language to match the number format of the Line Item. For example, if the Line item has a format -1,234.57, change the browser language to English (United States): To change the browser locale follow these steps: MS Internet Explorer (IE): Uses the decimal separator set in System Settings Go to the Control Panel Select Clock Select Language Select Region Select Format Google Chrome: Uses the decimal separator set in browser Settings Go to the Advanced Settings Select Languages Select Language and Input Settings  Select Add Select Display Google Chrome in the language  Firefox: Uses the decimal separator set in browser Settings Go to Options Select Content Select Languages Select Choose If you change the browser locale, also be sure to verify that the browser is up to date with the most current version. If you continue to experience issues after attempting these steps, please contact Anaplan Support. 
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Question How do I change the name of a Module? Answer Log in to Anaplan. Click the name of the model that contains the module for the name change. Click the Modules page under the Model Settings. Double-click on the module that you want to rename. This will place the name in edit mode for the module name. Enter the new name of the module and press Enter. Click the Tab button on the keyboard or click on another cell to save the new module name.
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The information you have entered does not match our records.  If you feel you have received this message in error, please contact Support@anaplan.com
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Users may encounter error and warning messages in PlanIQ. This article includes descriptions of the messages and details what should be done in order to address them, where applicable.
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