Frequently Asked Questions - Professionals

The 3DEXPERIENCE is a cloud based platform that gives you access to a various set of applications that allow you to design, simulate, inform and collaborate on a project.

The 3DEXPERIENCE platform scales and grows with your business. Whether you are a project manager, mechanical designer or manufacturer, you only need to buy the roles you need only for the time you need them.

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The roles provide access to the 3DEXPERIENCE platform and all the applications you need to imagine products and experiences, optimize business processes, and enhance operations.

Whether you are a project manager, mechanical designer or manufacturer, you only need to buy the roles you need only for the time you need them.

These roles are powered by these major brands:

Visit the Online Store to see the roles and bundles we have.

For License Subscriptions:

• The 3DSwymer role is your entry ticket to the 3DEXPERIENCE platform. Access to all the platform’s key functionalities and digitally connect to your team members.
• The Collaborative Industry Innovator role enables you to collaborate across disciplines to develop innovative products on the 3DEXPERIENCE platform.

These two essential roles are included in the starter kits available in our store.

For Business Experiences:

• The needed Roles are listed in the Business Experience presentation page on the Marketplace, in the “More information” tab, scrolling down to the “Required Roles” section. 

Business Experiences are ready-to-use parameterized work environments, augmenting the 3DEXPERIENCE platform with business-specific knowledge and know-how (content, templates, parameterization) from Dassault Systèmes and partners.  

You can benefit from the wide-range support and guidance of our trusted ecosystem of partners to bring your business to the next level!

You can purchase it directly from the Business Experience Marketplace.

You can buy online in the following countries:

North America

We propose different subscription plans, annual or quarterly subscription plans to suit your needs.

The subscription is defined for one full period from date to date and the payment must happen upfront by card for the full amount of the subscription. You cannot mix in the same cart several subscriptions with different periods of time.

The currencies and countries available to purchase are:

• EUR with a billing address in Algeria ,Austria, Belgium, Czech Republic ,Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Morocco, Netherlands, Poland, Portugal, Spain, Switzerland.
• AUD with a billing address in Australia
• GBP with a billing address in the United Kingdom
• USD with a billing address in the United States
• CAD with a billing address in Canada
• JPY with a billing address in Japan
• SEK with a billing address in Sweden
• NOK with a billing address in Norway
• INR with a billing address in India

For the other countries, we will update this page when they progressively open. We invite you to regularly come back to this page and check the update

For Business Experiences  we invite you to check this information through the Business Experience Marketplace, by going on the Business Experience presentation and look at the list of countries, since they are not availbale everywhere.

This option is not currently available. 

For Licence Subscriptions, we propose a discovery offer that allows you to explore our commercial solutions for a period of three months. During this trial, we will set up a dedicated environment for you, enabling you to create reusable content if you decide to continue after the discovery period.

If you are interested in this offer, please fill out this form, and our team will get back to you promptly.

The person purchasing the roles will become the first user of the platform. If you buy roles for multiple users, you will have the ability to assign these roles to other users.

If you purchase only one user subscription, it will be automatically granted to you, the buyer, for a period of 30 days. After this period, you will be able to transfer the license to another user.

If you would like us to study your specific needs, please fill out this form and our sales team will reach out to you.

When confirming your payment information in the check-out, you have the option to add a specific reference or an expense financial line to mention on the invoice. If this does not answer your request and you would like us to study your specific needs, please fill out this form and our sales team will reach out to you quickly.

For Business Experiences, this option is not currently available.

Here are possible options:

• Your country is currently not available.
• You have entered your card number and you get a purchase failure message. Your bank might have rejected the purchase so please try with another bank card.

If you face another issue, you can contact us by filling up this support form.

For Yearly and Quarterly subscriptions, we currently have a 15 days cancellation policy. If you submit your cancellation request up to 15 days after your purchase, we will cancel and refund your order. This policy however does not apply for trial offers, monthly subscriptions or quarterly and yearly renewals.

If you are eligible to a refund & cancellation, please contact us via this support form and we will get back to you shortly.

Licence Subscriptions and Business Experiences are renewed automatically. You can stop renewal up to 5 days before the end of your subscription.

To manage automatic renewals, visit the Subscription tab in your Platform Management dashboard. From there, you can easily disable the automatic renewal. Your subscription will stop at the following anniversary date.

Please note that:

Licence Subscriptions: Your data will still be available until 2 weeks after the cancellation request date.

Business Experiences: Your data will be frozen, which means that you will still have access to it, but you will not be able to modify it.

Your subscription will stop at the following anniversary date.

Please note that:

• Licence Subscriptions: Your data will still be available until 2 weeks after the cancellation request date.
• Business Experiences: Your data will be frozen, which means that you will still have access to it, but you will not be able to modify it.

For License Subscriptions you can start your onboarding journey now by discovering our tutorials.

After purchasing a Business Experience through the Business Experience Marketplace by ordering the required number of usages, it functions like tokens.

To deploy the Business Experience, the Platform Administrator assigns access to a Business Experience Administrator. The Business Experience Administrator can then create new usages and grant access to chosen Business Experience Users.

Finally, the selected individuals gain access to the Business Experience and become Business Experience Users.

Please note that the Business Experience Administrator can be the same person or not as the Platform Administrator. It is only a hat that you wear.

Don't forget that Business Experience user need to have the prerequesite roles. 

The "Get Started" email can take between 2-10 minutes to be delivered. If you still haven't received it after this time period, please follow these steps.

1. Check Your Spam/Junk Folder: Sometimes, emails can mistakenly be filtered into these folders. Make sure to check there first
2. Verify Your Email Address: Ensure that the email address you provided during registration is correct. You can update your email address if needed and resend the verification email.
3. Wait a Few More Minutes: Occasionally, email delivery can be slightly delayed. Give it a few more minutes to arrive.
4. Submit a Support Inquiry: If you still haven't received the email after following the steps above, please submit a support inquiry here.

To complete the online installation of the 3DEXPERIENCE native applications, perform the following steps explained on the Native apps installation page.

Please follow these steps: 
1 - Login to 3DEXPERIENCE Platform
2 - In the top right of the services menu bar, click on the “Content” icon
3 - Click on the Gear icon Install option when prompted
4 - Allow the installer to launch
5 - Install 3DDrive
6 - At the end of the installation, it prompts you to define the folder for the physical location of the 3DDrive on your computer

The installation is complete and 3DDrive is ready for use.

If you need to purchase an alternative solution that is not available on the store you can contact us through this form.
If you want to switch your subscription length (e.g., from a quarterly to an annual plan), you will need to place a stop on your current subscription and re-purchase the new plan once your current subscription ends.

Here are the steps:

• Stop Your Current Subscription:

1. Navigate to the subscription settings.
2. Select the option to stop or cancel your current subscription.

• Re-Purchase the Desired Subscription:

1. Wait until your current subscription period ends.
2. Visit our subscription plans page.
3. Choose the new subscription plan that fits your needs (e.g., annual plan).
4. Complete the purchase process
    

• 3DSwymer is a pre-requisite role that acts as your means of access to the 3DEXPERIENCE platform. If there are X users within your company you will need X licences of 3DSwymer for everyone to get access.
• If you need to add additional users after your initial purchase you can do this in the Subscription Management section of the 3DEXPERIENCE platform.
   

For License Subscriptions: To grant roles on the 3DEXPERIENCE platform, you can check the video "How to grant roles?" on the Onboarding page.

In the 3DEXPERIENCE platform there are 3 roles:

• Administrator grants the new user platform administration rights.
• Member employee of his company. Designated to use specific Apps.
• Contractor external user as a member of the platform.

• For regular License Subscriptions: Learn more about adding new users and assigning roles in our dedicated "Expand your team" web page.
• For Business Experiences: Once you have bought your Business Experience, the Platform Administrator must grant the Business Experience to the Business Experience admin. This person will create new usages, it means tokens to be able to make the Business Experience accessible to its users. Once the again the Platform administrator and the Business Experience Administrator can be the same person.

Once you purchase a Business Experience, the Platform Administrator must grant access to the Business Experience Administrator. This person will create new usages (tokens) to make the Business Experience accessible to users.

Note: The Platform Administrator and the Business Experience Administrator can be the same person.

Only the Business Experience Administrator is able to generate usages and then provide access to Business Experience Users. To do this, you need to open the 'Business Experience Control center' App, select you Business Experience, and click on the "Create new usage" button in the Usage tab. 

A License can only be executed in the country for which it has been purchased. However, the license may be executed temporarily in a different country, subject to export laws, on a laptop computer of a user travelling for less than 30 days.

You can use our installed applications only on one machine at a time as long as the computer respects the certified hardware.

If you are already in contact with a Dassault Systemes expert, please contact him by creating a question in your IFWE Experience community. If not, please raise your question in the 3DEXPERIENCE Platform user's community.

If you haven't yet accessed your IFWE Experience community, please checkout your emails and your spam for the invitation email. An email is sent after your purchase to your mailbox with the access to your community. If you haven't received it yet, please contact us by filling out this form. 

For Lincense Susbcriptions you have a dedicated IFWE EXPERIENCE community where you can raise questions and issues, and collaborate in real-time with our experts. Our user communities are also excellent places to share knowledge and know-how.

If you haven't yet accessed your community, please checkout your emails and your spam for the invitation email. An email is sent after your purchase to your mailbox with the access to your IFWE EXPERIENCE community. If you haven't received it yet, please contact us by filling out this form. 

Any technical issues?

When you are facing a Cloud Priority Case you can call the Online User Excellence Center 24.*7.

On the Call us page select “Call Center for any brand except specific brands/products below”, select your country and then use the phone number that appears in the Id card.

Cloud Priority Case means the total inability for a customer to connect, load or save its data. It is an Online Services interruption other than a Planned Service Interruption or an Emergency Service Interruption.

When you are facing a Cloud Priority Case you can call the Online User Excellence Center 24.*7.

For more information, please read our Support Policies.

1. If you have just purchased your license

• A few moments after your purchase, an automatic email is sent to you with a personal link to log in.
  • If you did not receive it please check your junk email.
  • If you cannot find it, please try to  log in using this link
  • Please make sure to log in using the same email address as the one used to complete your purchase.

2. If It does not work, please follow those steps:

• Open Google Chrome & go on the log interface using the appropriate link above.
• Go to settings to clear the cache and then close the window.
• Open Google Chrome using the incognito mode.  
• Try to log in again.

If you still facing issues please fill in this form and select the category "First Access".

3. If it has been a while since you subscribed

• Your license might have expired. Either because your billing information was not up to date or because you did not have sufficient funds on your credit/debit card.
• If so, please renew your subscription from the store.
• If you have been charged and you still do not have access to your environment, please fill out a form & select the "Access to the platform & Login issues" category.

There might be several reasons this issue might occur, like subscription period is over, Internet connection failing or due to the Temp data stored in local drive.

Please refer to this following article  QA00000069971 for this issue.

If the issue still persists, please fill out a form (Select Access to platform & log in issues category).

Your 3DEXPERIENCE ID is your passport to online resources.  If you have trouble logging in and need to reset your password, check out this page: Forgot my password

After your purchase, your new role should be available shortly after your purchase under "My roles" menu that you will find by clicking on the located on the upper left side corner of your platform. If the role is not visible, please log out and log back in for resolution. If the problem persist please contact us.

Yes it is automatically updated and already included in your subscription.

The 3DEXPERIENCE platform and its apps are continuously improved based on feedback from its users. These improvements are delivered to you via platform updates on a regular basis.

We have recurrent upgrades approximately every 6 weeks. You will receive a communication by email from our Online User Excellence Center around 21 days before an Upgrade or Updates.

This communication informs you about upcoming scheduled Upgrade or Updates events on your solution, also all post actions to secure your productions during those operations.

You can stay connected and be informed about the next Upgrade or Updates by checking the news feed of the Cloud community and on the 3DEXPERIENCE Live Status. 
For more information, please go to our support FAQ.

On the Upgrade/Update day, you will be informed by email about the operation status. Two communications will be sent, one at the start of the operation and one at the end of the operation.

All the information will be available on the 3DEXPERIENCE Live Status.

Your data will be deleted from our servers 2 weeks after your subscription ends. If you are still within that timeframe and wish to retrieve your data, please submit a contact form and select "Other" as the issue category. 

Yes, you can access a progressive e-learning offer, from short interactive courses to technical deep-dives.

The content provided by the Learning Paths is composed of different types of learning modules:

Explore: Explains the value of the role and how the main apps fit together, and provides an end-to-end scenario (storytelling, case study, etc.).

Practice: A deep dive into app features.

Collaborate: Connects the dots among several roles to show how they solve industrial issues with Dassault Systèmes solutions. Explains how the main roles it together. Practice through case studies.

• We offer interactive courses for each of your roles purchased
• Certifications are not currently available

You can access Learning content via the 3DLearn widget, which is part of the 3DEXPERIENCE Platform.

For each Learning Library, you can browse a dedicated catalog that shows the 3DEXPERIENCE roles supported by each learning module. 

Learn more

No. The Named User access is individual.

Dassault Systèmes is certified with ISO 9001:2015 for Quality Management Systems, covering all aspects from design to support.

Regular audits, certifications from international organizations, and compliance with OWASP top ten security threats ensure robust security.

Payments are secured through PCI Service Provider Level 1 certification and SSL encryption to protect transaction data.

The SLA targets a 99.5% service availability for companies, ensuring minimal disruptions in service.

Daily customer data backups are performed, with data retained for seven days to ensure security and then destroyed to protect privacy.

Compliance with EU banking regulations and Strong Customer Authentication (SCA) ensures secure online transactions.

The platform is regularly updated to address any known vulnerabilities, ensuring a secure operating environment.

In the event of a breach, Dassault Systèmes has protocols to mitigate damage and notify affected users as required by law.

Access is controlled through unique user IDs and robust authentication mechanisms to ensure that only authorized users can access their environments.

Users can manage their cookie preferences and data sharing settings directly on the website to control how their information is used.