Getting support at Filed

Filed offers a Help Center for self-serve answers and two direct channels for personalized assistance.

Support channels

Help center

The primary self-serve resource is the Help Center at help.filed.com. It covers integrations, workspace settings, the AI tax preparation workflow, troubleshooting, and more. Start here for any question, because many common issues are answered in a searchable article.

In-app chat widget

When you are logged in to Filed, a chat bubble appears in the bottom-right corner of every page. This is the preferred channel for direct support, because the widget automatically identifies your workspace and the context you are working in. That context lets the support team understand your situation and respond more quickly without asking follow-up questions.

Email support

You can also reach the team at [e-mail]. Email is most useful when you are not logged in to Filed or need to send a longer written description of an issue. For anything requiring the team to look up your account or a specific return, the in-app chat widget is faster because it shares that context automatically.

What to include in a support request

Including the right context upfront reduces back-and-forth and speeds up resolution. Whenever you contact support, include:

• Workspace name - the name of your firm's Filed workspace

• Client or return context - the client name or return identifier you are asking about

• Expected vs. actual behavior - a clear description of what you expected to happen and what happened instead

• Screenshots or a screen recording - a visual showing the issue in context is often the fastest way for the support team to understand and reproduce what you are seeing

If you are reporting an AI tax preparation issue on a specific return, the Filed Feedback Program is the right channel for that, as it routes submissions directly to the tax engineering team.

Response times

The Filed support team aims to respond in real time whenever possible. Responses outside business hours or across time zones may take longer, but the team commits to replying as soon as possible.