Best Case support and where to actually get help

Casewell is not Stretto, and this is not Best Case support. We are an independent software company with no affiliation to Best Case or Stretto, and we cannot open, escalate or look up a support ticket for you. If Best Case will not open, a filing will not go through or an update failed, the people who can fix that are Stretto’s Client Services Team, and every channel they publish is in the first table below. The rest of this page covers what your licence already includes, what Stretto does and does not document, where practitioners answer each other, and the one recurring cost that no support ticket has ever solved.

How do you contact Best Case support?

Best Case is supported by Stretto, which acquired Best Case LLC in 2019. The number to call is 800.492.8037, option 2, which reaches the Best Case and Due Diligence queue. Email goes to bchelp@stretto.com. Remote screen-sharing sessions start at support.stretto.com, and firms in Puerto Rico have a separate line on 513.228.5972. All four are published on bestcase.com/support and bestcase.com/contact-us.

Two things are worth knowing before you dial. First, no support hours are published, on bestcase.com/support, on the contact page or on stretto.com/contact. Stretto lists offices in Irvine, Denver, New York and Dayton, so plan on United States business hours and call early in the day if the deadline is that afternoon. Ask for the hours on your first call and write them down, because the vendor has not written them down for you. Second, have the platform ready. Desktop and Cloud are different products with different release trains, and the first question you will be asked is which one you are on.

Is Best Case support included in what you already pay?

Yes. Support is bundled into the price of Best Case rather than sold as a separate contract. The Best Case pricing page says that Best Case Cloud at $99 per user per month “Includes 10GB of data and document storage, as well as software updates and unlimited support,” and that a desktop licence includes “one year of maintenance, which includes software updates and unlimited support.” Both tiers also list live training with the Client Success team, unlimited access to on-demand training resources, and technical assistance from the Client Services team.

The consequence matters more than the inclusion. On desktop, support and updates ride on the same maintenance year, so a firm that quietly lets maintenance lapse to save money loses the ability to call for help at the same moment it stops receiving the court-form updates that keep filings compliant. Renewal runs $750 to $1,500 a year for Chapter 7 only, $1,000 to $1,750 for Chapter 7 and 13, and $1,450 to $2,350 for all chapters, with the range inside each tier spanning single user up to multi user. If support has told someone at your firm that they are not covered, check the renewal before you escalate.

What do users say about Best Case support?

Best Case rates 3.9 out of 5 across 39 Capterra reviews, with Customer Service at 3.7. Support is not the weakest thing about the product by its own users’ account, and it is not a strength either. Document Management sits at 2.5, Electronic Filing at 3.3, Value for money at 3.5 and Ease of use at 3.7. Sentiment splits 72 percent positive against 21 percent negative, and 6 of the 39 reviews are one star.

The recurring complaint in the negative reviews is not that nobody picks up. It is that what a firm gets for the money has thinned over time. Daniel R., an owner writing in June 2021, gave two stars and wrote “They raise the price each year and give you less and less tech support.” Maggie K., an attorney writing in August 2023, gave one star and wrote “This software has cost us thousands of dollars in decreased productivity.” A one-star February 2026 review of the cloud edition reads “This Cloud-version is by far, the worst. It is virtually unfunctional. I’ve used bankruptcy software for 25 years.”

The practical read for anyone about to call is this. Reviewers who complain about support are usually describing an issue that never got resolved rather than a phone that never got answered, so lead with the symptom, the platform, the version date from the release notes and the district you file in, and ask for a ticket number before you hang up. A ticket number is what turns the second call into a continuation instead of a restart, and it is the only thing that makes a pattern of failures visible later.

What are the most common Best Case problems?

The problems Stretto has built dedicated sections for are a fair proxy for what support gets asked most. The Best Case support page leads with a section headed “Having Trouble Updating Best Case Desktop?”, gives step-by-step instructions and notes that “Best Case downloads once you select the reinstall button.” When the vendor puts an issue above the fold on its own support page, that is the volume telling you something.

• A desktop update that will not install. First item on Stretto’s own support page. The published route is a reinstall rather than a repair, and working through the instructions on bestcase.com/support first is worth the ten minutes, because it is the first thing support will ask you to try.
• Not knowing whether an update has even shipped. Stretto publishes dated release notes separately for Desktop and for Cloud, most recently 3 August 2026 for Desktop and 9 August 2026 for Cloud, with an archive behind them for older entries. Court form changes arrive this way, so check the date before you report a form as wrong.
• Firm details printing wrongly on filings. Fixed through the “Update Your Firm Information” section on the support page, not in the application. Firms that have moved office hit this and hunt for a setting that does not exist.
• MyCaseInfo download questions. Stretto prices MyCaseInfo per download with the first download free and does not publish the per-download rate, so a pricing question genuinely has to go to Stretto. What the questionnaire covers, and what happens to the clients who never complete one, is on MyCaseInfo pricing and alternatives.
• Licence and renewal confusion. Because support and updates travel together in the desktop maintenance year, a lapsed renewal presents to staff as “support will not help me” when the real problem is billing.
• Getting client data in without retyping it. The most common complaint of all, and the only one on this list that is not a defect. Support cannot fix it, because it is not broken. It is covered further down.

Does Stretto publish documentation for Best Case?

Partly, and the gap catches people out. There is no public, searchable Best Case knowledge base. The address firms are pointed at, support.stretto.com, is a remote-assistance portal rather than a documentation site. It shows a short list of named support representatives to connect a screen-sharing session to, carries the instruction “IMPORTANT: CONTACT SUPPORT BEFORE SELECTING A REPRESENTATIVE.”, and routes Best Case and Due Diligence to 800.492.8037 option 2 and Trustee Suite to 800.634.7734 option 2. Searching it for an answer does not work, because there is nothing there to search.

What Stretto does publish is a resource library and dated release notes. The Best Case Resource Library filters by topic, across Bankruptcy, Chapter 13 Plan, Client Intake, Electronic Filing and Tax Update, and by type across Guide, Video and Webinar. It carries Best Case Academy live training for Cloud and for Desktop, on-demand sessions including the Chapter 13 Plan Tracker webinar and the Integrated Solutions and Services webinar, a Version 28 overview, an electronic filing overview, a features tour and the desktop manual update guide. Four free public-use calculators sit alongside it, a Quick Median Test, a Date Calculator, a Days Between Calculator and a Holiday Calculator, and the release notes record what changed and when.

So the honest summary is that Best Case documentation is video-first and release-note-driven rather than a searchable manual, and the fastest route to a specific answer is still a phone call. If you want the answer written down, ask for it by email at bchelp@stretto.com rather than on the phone, and put the reply somewhere the rest of your staff can find it. Most firms lose more time to knowledge that lives in one paralegal’s head than to any vendor response time.

Where do practitioners answer each other’s questions?

For anything that is a practice question rather than a software fault, other consumer bankruptcy practitioners are usually faster and more specific than any vendor queue, because they file in your district and have seen your trustee reject the same thing. Both of the established professional bodies are membership organisations rather than open forums, so expect a login.

• NACBA, the National Association of Consumer Bankruptcy Attorneys. The trade association for the consumer debtor bar in the United States, and the natural home for district-level practice questions. Member resources sit behind a login and its site blocks automated access, so confirm what is currently included and what it costs with NACBA directly rather than trusting any third-party summary, including this one.
• ABI, the American Bankruptcy Institute. Describes itself as “the nation’s largest and most diverse community of bankruptcy professionals” and runs member committees, a members directory and a research library. Broader and less consumer-specific than NACBA, but the committee structure is real and staffed.
• Your district’s clerk of court. Not a community, but consistently the fastest answer for local form versions, CM/ECF behaviour or a rejected filing. If a filing bounced, the clerk knows exactly why and Stretto does not.
• Your own paralegals, written down. The most valuable Best Case knowledge base in most firms is the one nobody has typed up. Every workaround that exists only in one person’s memory is a single point of failure the week they are on leave.

What problems is support not going to fix?

The data entry. A support ticket can get an update installed, unstick a filing, explain a form or correct your firm address. Nobody at Stretto can make a completed paper intake packet turn itself into populated schedules. Petition software converts structured data into a court-ready package; it does not create the data. If a paralegal spends two hours turning a handwritten questionnaire into fields, that is not a Best Case defect, and there is no version of Best Case, and no competing platform, where that work stops existing.

Stretto itself puts a number on one narrow slice of it. The credit-report import, which fills Schedules D, E and F only, is marketed as saving an average of 60 minutes of data entry per case. If automating part of the creditor schedules is worth an hour by the vendor’s own accounting, the rest of the petition is worth considerably more, and none of it is something a support representative can help with.

Casewell reads a completed intake packet, handwritten or a typed PDF, and produces a Chapter 7 .BCB file that Best Case imports. Each page is read five times independently, the reads are compared field by field, and any field where the reads disagree is shown to your staff beside the cropped handwriting so that a person decides rather than the software guessing. The exported file covers Schedules A/B, D, E/F, G, I and J, and it is read back and checked against what your team confirmed before it is released.

It runs alongside Best Case rather than replacing it, so there is no migration, no new petition software for anyone to learn, and nothing about your Stretto relationship or your support entitlement changes. It is running with firms in the New York districts, EDNY, SDNY, NDNY and WDNY, and it is free during the current beta. The mechanics are on how Casewell works, and the four documented ways data reaches Best Case at all are compared on getting client data into Best Case.

Best Case and Stretto are trademarks of their respective owners. Casewell is an independent product and is not affiliated with, sponsored by, or endorsed by Best Case, Stretto, or any of their affiliates. References to Best Case and Stretto describe compatibility only and are nominative (descriptive) use.

This page is general information for law-firm staff, not legal advice for any particular case.