Welcome to the Knowledge Hub!

When you click on any help articles from the help menu, you will be taken to the Knowledge Hub. The Knowledge Hub is an extension of your ActiveDisclosure software. You can look through help articles and videos, and Submit a Request if you need help.

• Be sure to favorite this site for future reference and log in directly with your ActiveDisclosure credentials.
• Visit often! We are always releasing new features and will publish release notes in the Knowledge Hub's What's New? category.
• Every article's image can be expanded by clicking on it.
• If you need help, you can chat live with our Support team by clicking Chat icon in the bottom right, or Submit a Request to our Support team.
• Take a look around and let us know what you think! We review each article rating, so be sure to let us know how helpful the information is.

Search tips

• Use double quotes around each word to find content with those words, but not necessarily in the same order: Use double quotes (") around each word to find content that contains all those words. For example, "article" "title" "section" "author" retrieves content that contains all four words, in any order.
  • Make sure you put spaces between the search words, otherwise the search handles the text as one string.
  • You'll get hits if there is a stemmed version of a word (e.g. articles). You won't get hits where content contains only the words title and section, for example.
  • If you use single quotes (') around a word, the single quotes are ignored. If you search for 'article' 'title' 'section' 'author', you'll see hits for all content that contains any of the words title or article or section or author (exactly as if you had searched without the single quotes).
• Find a phrase using double quotes around the entire phrase: Use double quotes (") around a phrase to find content that contains all the words in that phrase. For example, "article title" retrieves all content that contains the words article and title, in that order. You'll also get hits if there is a stemmed version of the word (e.g. articles). You won't get hits where content contains only the word title, for example.
  • If you use single quotes (') around a phrase, the single quotes are ignored.
• Exclude results containing certain words: Use the minus operator (-) in front of the search term to find content that does not include that word or phrase. For example, the search 'requesting enhancement -support' returns content containing the words reporting and enhancement, but excludes those that contain the word support from the result set.
  • Note: Do not repeat the same word after a minus operator (-). For example, the search 'cannot send -cannot set' repeats the word “cannot” and therefore won’t return any results. Instead, search for 'cannot send -set' so that the search returns results excluding the articles that contain the phrase “cannot set”.
• Combine operands for advanced search: You can combine the operands above to find a very specific set of results. For example, "reporting bugs" -support returns hits for content that contains both the words reporting and bugs but does not contain the word support.

Submit a request

You can Submit a Request if you have an issue or a question for the Support team.  The Submit a Request link is at the top of every page in the Knowledge Hub as well as the bottom of every article, so it should be very easy to get the help you need when you need it!

To complete the request form:

1. (cc) optional: Add emails for anyone you want added to the support request.
2. Subject: Provide a high-level Subject. 💡Tip: We share suggested articles published in the knowledge hub based on the subject you enter. These articles may help you resolve your issue faster.
3. Description: Tell us what you are experiencing. Share the device used, what you were doing when you experienced the issue, and any other pertinent information you have.
4. Priority: Choose the priority for your request.
5. AD Category: Please select the category of your request and then the subsequent subcategory.
6. Filing Date: (optional) Select the planned filing date from the calendar.
7. Project: (optional) Provide the project name or hyperlink that you are you are requesting help.
8. Project Type: (optional)Provide the form type.
9. Attachments: Upload any attachments that could help us resolve your issue.

Contact Support via phone

Phone support is available during SEC business hours, Monday through Friday, from 6:00 a.m. ET to 10:00 p.m. ET. For after-hours and weekend phone support, you can escalate a request for a callback via chat or by submitting a request form. A support agent will reach out to you as soon as possible.

New phone requests should dial: 888-279-2667.  The call will create a ticket number and a link to the ticket status will be sent to you via email.

To find and contact your XBRL consultant, please view the My DFIN Team contact section in the application.

New ticket communication

All new Requests/Tickets submitted to DFIN via the Knowledge Hub or Phone will receive an automatic reply that includes the ticket number and a link to the ticket status. The email will come from the email address: support@activedisclosuresupport.zendesk.com.
Note: The email is sent from an automated system so please do not reply as this email address is not monitored.

Request status

The Knowledge Hub houses all requests and tickets you have submitted to our Support team or have been carbon copied on. 

1. Click your name in the top right corner and select Requests to view requests you submitted or have been cc'd on.  
   
2. My Requests will display the details of the ticket, including when it was created and the status.
   
3. Follow up on a request by clicking the request's Subject. At the bottom of the request, you can either reply if the request is still open or if the request is closed, you can click the create a follow-up link to re-open the request and add more information.  Our Support team will respond to the follow-up request.  

🎓 Improve your skills and get certified! 🎓 Get a FREE certification and deepen your understanding of how to use ActiveDisclosure. Visit DFIN University to start your training and become an expert on filing and reporting.