Submit a service request in 3DSupport App
https://www.3ds.com/support/contact/call-us/submit-a-request/
New to DS support system?
3DSupport App is a new support tool based on 3DEXPERIENCE platform technology. You need a 3DEXPERIENCE ID to access the Dassault Systèmes Support site resources and the support tool.
- see Discover the 3DSupport App
- also, see New customer onboarding
Product Releases Support dates and Lifecycle policies
See support end dates for CATIA Magic and No Magic portfolio. Support end dates are valid for all service packs, refreshes and hot-fixes of that release.
| Release | GA date | FULL Support phase end | ALL Support phases end |
|---|---|---|---|
| v18.0 | 02-Jun-14 | 31-Jul-19 | 01-Jul-21 |
| v18.5 | 13-Feb-17 | 31-Jul-19 | 01-Jul-21 |
| v19.0 | 02-Jul-18 | 30-Jun-22 | 31-Dec-22 |
| v2021x | 12-Feb-21 | 12-Feb-24 | 12-Feb-25 |
| v2022x | 01-Jul-22 | 01-Jul-25 | 01-Jul-26 |
For more information, see product Releases Support Lifecycle dates and Support Lifecycle Policy documents (you need a 3DEXPERIENCE ID to access this content).
Also, see support policies For Licensed Programs
Troubleshooting
Q: I receive an 'Access is denied' error message, when connecting to 3DSupport App.
A: You do not have a support role. Contact your company dedicated Security Administrator for Dassault Systèmes to get the support role. Consult your IT or asset department for help.
It takes up to 24 hours to take an effect after the support role has been granted by the Security Administrator. Until then you will get an 'Access is denied' error message.
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact us.
Q: I still receive an 'Access is denied' error message even Support role was granted.
A: Try to open 3DSupport App on a new browser or on the private/incognito window.
Q: I can no longer submit a service request from my 3DSupport App.
A: Support contract has expired for your company/Site. Contact your sales representative.
Contacts
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact
Dassault Systèmes’ global Call Center
