SmartBear Case Management Portal is a place where you create support cases, track their status, and chat with SmartBear Customer Care engineers.

Who can use Case Management Portal

To access the portal, you need an active Maintenance contract or a SaaS license for one of SmartBear products.

Access the Portal

You can access Case Management Portal from the support.smartbear.com page:

  • Click the Manage Existing Case button.

– or –

  • Click Log In in the top right corner, then select Go to SmartBear Case Management Portal.

If you are registered on the portal, log in using your email address and password.

If you are not registered yet, see below to learn how to register.

Register on Case Management Portal

When you create a support case for the first time, the case acknowledgement email will contain a registration link for Case Management Portal.

Click this link to set a password for your account.

After setting a password, you will be automatically logged in to Case Management Portal.

For future logins, use your email address you specified when creating the first support case as the username.

Note: If the link in the case acknowledgement email takes you to the portal login page, it means you are already registered on the portal. You can reset the password if you do not remember it.

Reset the password

  1. Go to support.smartbear.com.
  2. Click Manage Existing Case.
  3. On the login screen, click the Forgot Your Password? link.

  4. Enter your email address and click Continue.

  5. You will receive an email containing a password reset link.
  6. Click the link in the email and follow the instructions to set a new password.

Manage support cases

Create a new support case

You can create support cases from the support.smartbear.com website (which does not require logging in) or from Case Management Portal.

  1. Go to support.smartbear.com and click Contact Support.

    Alternatively, if you are logged in to Case Management Portal, click New Case at the top.

  2. Select the SmartBear product you have a question about.
  3. Fill in the details about your question or issue.

    When reporting an issue, please provide the following information, if possible:

    • product version
    • steps to reproduce the issue
    • expected and actual results
    • screenshots or a video of what happens
    • product logs
    • system information
    • any other details you think are relevant

    Note: The Problem description field is plain text.

  4. If you do not have files to upload, click Submit (no files to upload).

    – or –

    If you need to upload screenshots, logs, or other files, click Next, I have files to upload.

  5. On the file upload screen:

    1. In the upper section, browse for the file you want to attach. You can select only one file at a time.
    2. In the lower section, click Upload File to attach this file to the case.

    3. (Optional.) Repeat these steps to attach other files.
    4. Click Finish.

After submitting the case, you will receive an email with the case ID (number). If you are not registered on Case Management Portal, the email will also contain a registration link.

View your support cases

When logged in to Case Management Portal, you can see a list of all the support cases you have ever created. You can filter the cases by status (open, closed, or all) and quickly find a case by its ID.

Clicking the case ID or subject will take you to the case details page where you can view replies from SmartBear Customer Care, add your comments, attach files, or close the case if the issue has been resolved.

Add comments

On the case details page, you can add comments related to the issue in the Case Comments field. All your comments along with the replies from SmartBear Customer Care appear at the bottom of the page.

Note: Comments support plain text only.

Attach files to a case

To attach additional files to a support case:

  1. On the case details page, click Upload Attachment.
  2. In the upper section, browse for the file you want to attach. You can select only one file at a time.
  3. In the lower section, click Upload File to attach this file to the case.

  4. Repeat steps 2-3 to attach more files.

Once done, you can either close the upload page, or click Cases at the top to return to the case list.

Case statuses

Support cases have two statuses, Open (default) and Closed. A case remains open until the issue has been addressed or until you close the case manually.

Close a case

After your issue has been resolved, you can close the case by clicking the Close Case button on the case details page.

Reopen a case

Adding a comment to a closed case will automatically reopen this case. Please reopen a case only if the issue has not been resolved. If you have a different question that does not relate to that issue, or if you want to report another issue, please create a new case.