On this page
Submitting a service request in the 3DSupport App
- To submit a defect/issue or product usage related question - select a Technical Service Request
- To submit a license key request, download, ordering, training, contacts and other Business Administration related question - select a Non-Technical Service Request
You can read more about 3DSupport App below or go directly to Discover 3DSupport App for customers
New to Dassault Systèmes' support system?
Support resources
To access some of the Dassault Systèmes support site resources and the support tool, please login with your 3DEXPERIENCE ID.
If you don‘t have a 3DEXPERIENCE ID or are not sure if you have one, please check the 3DEXPERIENCE ID CREATION page.
You can access the following resources with your 3DEXPERIENCE ID:
- CATIA MBSE Cyber Systems Community and other User Communities
- Knowledge Base - to search for Bug Reports, User’s Guides, Developer’s Guides, Questions & Answers, Service Requests, Best Practices.
- Software download page. See Downloading instructions
- Support tool - 3DSupport App
- Support Policies & Offers
- other resources
You can find more information about Dassault Systèmes' support resources and processes on New to Dassault Systèmes Support page.
3DSupport App
It is a new support tool based on 3DEXPERIENCE platform technology. To access the 3DSupport App, you need to have the appropriate support role - check Who can access the 3DSupport app?
Your support role is managed by one contact, identified as a Security Administrator within your company.
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact your Dassault Systèmes’ account representative or Dassault Systèmes’ global Call Center
Related pages
For Partners
You may submit a support request on 3DSupport App as a partner on customer behalf or as a customer.
Related pages
- Discover 3DSupport App for partners
- 3DSupport App for partners - Video tutorials
- 3DSupport App for partners - FAQ
- Partners Support Homepage
Releases Support Lifecycle dates and policies
Release Support dates are valid for CATIA Magic and No Magic product portfolio, including all refreshes and hot-fixes.
Related pages
(login with your 3DEXPERIENCE ID to access this content):
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.
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. Or try to clear the browser cache.
Q: I can no longer submit a service request from my 3DSupport App for CATIA Magic/No Magic portfolio.
A: Annual license charge contract (ACL) has expired for this portfolio for your company/Site. Contact your Dassault Systèmes’ account representative.
Q: I can no longer select a particular release on 3DSupport App for CATIA Magic/No Magic portfolio.
A: Support has ended for that particular release. Please see Releases Support Lifecycle dates.
Contacts
If you are not able to identify your Security Administrator, or if they have not yet been designated, please contact:
Dassault Systèmes’ global Call Center
