Support FAQs

What is the My-Support area, and what service does it provide?

Your personal account (login and password) gives you access to the restricted area (MySupport area) of the Dassault Systèmes support Web site. It contains both Self-Service and Assisted Support features, including:

• Knowledge Base
• Document Library
• Download
• Online Request Management

How do I log into the My-Support area?

1. Go to: http://www.3ds.com/support/
   
2. Use “My Support” section and click on the “My Support Area” link.
3. Fill in the required fields (username + password). Then, click on the login button.
4. Wait for the authentication process; you will be redirected to the My-Support area.

How do I obtain an account for My-Support?

You must be a customer or reseller with a valid DS support contract. If you are, please contact the Support Administrator for DS software products in your company, or your local DS reseller (VAR) to arrange access. If neither of these options is available to you, please contact your Dassault Systemes Local Support Center* by clicking on the link, or by typing the following into your browser: http://www.3ds.com/support/support-contacts/.

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

What should I do if I lose my password?

1. Go to http://www.3ds.com/support/
2. Click on the “Forgot your password?” link located in “My Support” section
3. Fill in your login name and your email address and click ‘OK’
4. Answer the verification questions (saved when you initially registered)
5. Set your new password
6. A confirmation email  will be sent to your email address
7. Once the confirmation email arrives, use the new password you set to log in

What should I do if I can’t log in?

For any login problem, contact your Dassault Systemes Local Support Center

How can I identify the local Call Center I should work with?

If you have a DS Value Added Reseller (VAR), that reseller is your privileged contact for any questions related to DS Products & Solutions. If you do not have a DS VAR, you can contact the DS local Call Center associated with your country/region. To locate the right Call Center, see the list at the following link: http://www.3ds.com/support/support-contacts/

What are the recommended browsers for Web Support?

Today, only Internet Explorer 6 is a certified browser. You may use other browsers such as Firefox, but you may experience some graphical discrepancies and functional limitations.