Method of Contacting Customer Technical Support
Technical support for Autodesk software includes the contact options listed in the table below, without distinction based on the support plan. However, priority is given to customers with active subscriptions and customers with network licenses. In all cases, the first required step for users to contact support is to fill out the form available on our website.
Note!
From November 2, 2020, Autodesk expands access to its products for all customers using subscriptions and maintenance plans to the last 5 versions (excluding educational licenses). However, support will only be available for the last 3 versions and earlier.
*Perpetual licenses receive support for installation and activation trials, but not for resolving existing issues related to functionality or missing features compared to higher software versions.
Scope of Support Topics
Technical support for Autodesk software includes resolving issues related to the topics visible in the table below:
| Purchasing the product | Inquiries regarding orders, subscription options, renewals, and promotions |
| Autodesk account management, including teams | Creating accounts, logging in, assigning user access, managing subscriptions, contracts, and renewals |
| Product downloads | Downloading software versions, previous versions, service packs, and hotfixes |
| Installation and activation | Issues with installation and uninstallation, serial numbers, and activation codes, using Autodesk applications |
| License management | Managing previous product versions, home use licenses, Transfer of License (TOL) procedures, license usage reporting |
| Software usage errors | Diagnosing issues not related to end-user skills |
| Working in the program | Support provided through paid consultations (350 PLN/hour net, billed every 15 minutes) if the assistance exceeds 15 minutes of consultant work. |
General rules for technical support at AEC Design
Technical support is offered to subscribers for the current version and the three previous versions.
- Support for older products is limited to assistance with remote activation and activation requests, which, in most cases, can be handled by the Autodesk Customer Support Department.
- The Autodesk Customer Support Department can help you obtain technical support directly from the manufacturer through Autodesk communities, the Autodesk virtual agent, service request forms, and other online resources, such as the Autodesk knowledge base
- When contacting technical support, please ensure that your computer meets the system requirements for the software version installed (you can check them here).
- The approximate response time for technical support is 16 working hours from the time the request is received.
When contacting support, please follow these guidelines and please prepare the information required in the form beforehand to expedite problem identification, such as:
- Company name
- Product name, version, and serial number / contract number
- License type
- Email address of the contract manager and email address of the support contact person
- Windows version
- Description of the problem, including:
Outline of the problem (what it is about)
Nature of the problem (uniqueness/repeatability, area of the problem occurrence: 1 computer/1 user/multiple/others)
Circumstances of the problem occurrence (Windows update/software update/license borrowing/daily work/others)
- Screenshots illustrating the problem, e.g., error messages
Additional Information
Information about Paid Support
Information for Customers without an Active Subscription
Autodesk Software License Agreements for all software versions (End User License Agreement)
Contacting Autodesk Support
Contacting Autodesk Support and accessing Autodesk resources on any of the topics below can be done independently using the provided links:
b) Submitting service requests after logging in through the website
c) Chat with an Autodesk consultant
d) Finding solutions for specific product issues
e) Searching for solutions in the Autodesk knowledge base using keywords and filters
f) Autodesk software user forum
- Attention
The change introduced in 2019 by Autodesk as part of their legal policy and business model change is related to the activation of perpetual products in older versions (in 2019, it affected versions 2010 and older). Specifically, any action performed on a workstation that results in a change of the internal ID of the computer (OS update, OS reinstallation, hardware changes, Autodesk software reinstallation, installation of a different service pack within versions 2010 or lower) will render the 2010 and older product versions unable to be activated successfully ever again. In 2022, this change extends to versions 2014 and older (from June 1, 2022).
What does this mean for customers?
- Customers can no longer obtain new activation codes for perpetual versions 2014 and earlier.
- Previously installed and activated versions will continue to function. Unsupported versions will not receive software updates or hotfixes.
How will customers be informed?
- Customers who activated a license for the years 2011-2014 within the last 12 months will be notified via email between May 2 and May 11, 2022.
Check if your version is supported here.
Review the rules for supporting subscription and maintenance versions here.