Customer Success FAQ

All most commons Web browsers (IE, Mozilla Firefox...) are supposed to work with 3ds.com. If you encounter some troubles with a specific browser, do not hesitate to contact our Customer Support Center.

Connect to the 3DS Training to get help for your student edition of your Dassault Systemes software.

To request a software license key, please contact your Dassault Systèmes Sales Contact or Distributor with the necessary technical information.

For this purpose, you can download and complete the license key request form on the Software License Key page ("Obtaining Software License keys" section).

1. Go to https://software.3ds.com
2. Log in with your 3DEXPERIENCE ID.
3. In “Download My Supported Software” section, you will retrieve and download software you are supported for
      a. All software you are allowed to access through your company site's supported solutions.
      b. Solution under support automatically grants you access to all corresponding releases, levels and fixes.
4. In “Download My Orders” section, you will access the list of Media Orders containing software download access for past Purchase Order.
5. In this section software can be accessed and downloaded even if you are not supported anymore for the corresponding solutions.

We invite you to browse the software.3ds.com/help page for additional information on how to download your software.

If you have any question regarding 3DEXPERIENCE ID, please Contact your company’s Security Administrator (or Support Administrator) and get your 3DEXPERIENCE ID to login to your Dassault Systèmes Customer Account.
If you are not able to identify this person or if this person has not yet been designated, contact your Customer Support Center.

Access Support Request Management Tool: 3DSupport App

This Tool enables you to Submit Requests, Exchange with Technical Experts, Customize your Dashboard, Manage Contacts, and Download Media, Service Packs and Fixes for your Dassault Systèmes Solutions.

You first need to get a 3DEXPERIENCE ID (Dassault Systèmes Customer Account).

Contact your company’s Security Administrator to get a 3DEXPERIENCE ID. If you are not able to identify him or if he has not yet been designated, contact your Customer Support Center.

The 3DS Passport gives you access to online private content on 3ds.com/support: Knowledge Base, Documentation, Software Download.

In you need more information about how to create a Service Request, please watch our Support Tool Tutorials.

Take advantage of Dassault Systèmes Support and get Technical Assistance according to your specific needs and offer.

Based on your Dassault Systèmes Support Offer, you will have the possibility to contact your Customer Support Center by different ways.

• Secure Offer: Email, Users communities and Social Media.
• Advantage Offer: Phone, Email, Users Communities and Social Media.

E-mail
Contact your Customer Support Center and ask any questions regarding your 3DS Support Portal or your Support Process and Tools.
We will make our best efforts to reply as soon as possible/in timely manner.

Users Communities
Join our Users Communities to connect with your peers and Dassault Systèmes’ experts.
Our Communities are private, so you need to have a 3DS Passport to access them.


Phone
If you have any Technical question related to Dassault Systèmes products, please contact your dedicated Partner or call your Dassault Systèmes Local Customer Support Center from Monday 9AM to Friday 5PM (all time zones included).

Here are the links to all the self-help sections of the sites:

• New Customer: Access Dassault Systèmes New Customer section. It provides the essential information to help you plan, deploy and maintain your 3DS solutions.
• Documentation: Find here Dassault Systèmes online User's Guides which cover all V6 & 3DEXPERIENCE Platform Applications.
• Knowledge Base: Use our Knowledge Base to search through all kind of Knowledge sources: Bug Reports, User’s Guides, Developer’s Guides, Questions & Answers, Service Requests, and Best Practises.
• Communities: Join our Users Communities to connect with your peers and Dassault Systèmes’ experts.Find answers to your questions, share projects and ideas.

1. Go to on Forgot your Password page.
2. Fill in your login name or your email address and click ‘Submit'. 
3. You will receive an email that will allow you to reset your password. Click on 'click here to reset' in the mail you received.
4. Set your new password or generate automatically a new one by clicking 'generate for me'.  
5. A confirmation email will be sent to your email address. You can now use the new password you set to log in.

There are two ways to change the password:

1. Once  identified

• You need first to login on the DS services welcome page, using the 3DS Passport for Support
• Click on "change my Password" link in ToolBox section
• Here you can update your password. You will receive a confirmation email

2. Without being identified

• Go directly to the Forgot Your Password page
• Fill in your login name or your email address and click ‘Submit'
• You will receive an email that will allow you to reset your password. Click on the link "reset-password" in the email you received
• Set your new password and click on "Update"

• A confirmation email will be sent to your email address

  You can now use the new password you set to log in.

Contact your Customer Support Center.

Please note that the following information will be required to get support: Prefix, First Name, Last Name, email and Customer site ID Number (available in the "License Key Delivery Notice" or in the "Key Availability Notice").