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 the 3DSupport App below or go directly to the Discover 3DSupport App for customers page.
Releases Support Lifecycle dates and policies
Releases Support dates are valid for CATIA Magic and No Magic product portfolios, including all refreshes and hot-fixes.
Related pages
Login with your 3DEXPERIENCE ID to access this content:
New to Dassault Systèmes support system?
Support resources
To access various Dassault Systèmes support site resources and the support tool, login with your 3DEXPERIENCE ID.
If you do not have a 3DEXPERIENCE ID or are not sure if you have one, 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 (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 the New to Dassault Systèmes Support page.
3DSupport App
This is a new support tool based on the 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 the 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 in the 3DSupport App as a partner either as a customer or on a customer's behalf.
Related pages
- Discover 3DSupport App for partners
- 3DSupport App for partners - Video tutorials
- 3DSupport App for partners - FAQ
- Partners Support Homepage
Troubleshooting
Q: I receive the 'Access is denied' error message when connecting to 3DSupport App.
A: You do not have a support role. Contact your company's dedicated Security Administrator for Dassault Systèmes to get the support role.
It takes up to 24 hours to take effect after the support role has been granted by the Security Administrator. Until then you will get the '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 the 'Access is denied' error message even after the support role has been granted.
A: Try to open the 3DSupport App on a different browser or on a private/incognito window. If this does not help, try clearing the browser cache.
Q: I can no longer submit a service request from my 3DSupport App for CATIA Magic/No Magic portfolio.
A: The 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 the 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.
