Getting Help and Contacting Support

Start with the right kind of help

Not every estate question needs the same kind of answer.

Estate Suite support is best for:

• how to use a feature
• where to record something in the workspace
• why a product workflow is behaving unexpectedly
• what information a section is asking for

Specialist legal or tax advice is usually the better route for:

• disputes over entitlement or interpretation
• insolvency risk
• foreign or trust issues
• uncertain will validity
• complex inheritance tax judgments

Getting this split right saves time and reduces frustration.

What to include in a support request

The fastest support requests usually include:

• the estate name or identifying reference
• the page or workflow you were using
• what you expected to happen
• what actually happened
• any document, figure, or message relevant to the issue
• whether the issue blocks the next estate step

Support is much faster when the problem is concrete.

Good support questions vs weak support questions

Stronger:

• "I am in the probate section for Estate X. The application route shows Y, but the estate record shows Z. Which record is driving the output?"
• "We uploaded a valuation in Documents, but it is not appearing in the estate pack. What do we need to link?"

Weaker:

• "Probate is confusing"
• "The estate is wrong"

The second type can still be resolved, but it usually needs more back-and-forth before anyone can help.

When to escalate beyond product support

Pause and consider external professional advice when:

• the answer could materially affect who inherits
• the estate may not be solvent
• there is a real tax judgment call to make
• the estate has cross-border, trust, or business complexity
• family conflict is starting to affect the administration

Estate Suite can still support the record-keeping around those issues, but the substantive advice may need to come from a specialist.

Keep the advice trail inside the estate file

Whether the input comes from support, an accountant, or a solicitor, record the outcome clearly:

• what question was asked
• what answer was received
• what action follows from it
• what evidence or document supports that action

That habit makes the estate much easier to pick up again later.

A good handoff workflow in Estate Suite

1. log the issue or blocker in the relevant task or note
2. attach the supporting document or screenshot if there is one
3. contact support or the external adviser with the specific question
4. record the answer in the same estate record
5. update the next action so the issue does not disappear

This is especially useful on estates that stretch over many months.

If the issue is urgent

Make that clear in the request, but explain **why** it is urgent:

• upcoming deadline
• blocked probate application
• unresolved payment or beneficiary issue
• suspected data or document mismatch affecting the estate record

Urgency is easier to act on when the consequence is visible.