Online Purchase Support

Our solutions/roles are available for Companies (roles are presented here), Students (offers are presented here) as well as hobbyst with a dedicated maker offer.

All the solutions/roles of the 3DEXPERIENCE platform available for purchase online are Cloud-based. However, all our 3DEXPERIENCE Platform on the Cloud portfolio is not available for purchase online. If you have specific needs, do not hesitate to contact us so we can find the best solution for you.

If the role/offer you want to purchase is available for purchase online in your country, you will see a buy button that you can just click on. You can then simply add the role/offer to your cart.
You will need to log in or create an account to finalize your purchase. If the role is not available for purchase online, do not hesitate to contact us and we will reach out to you directly with other options for purchasing the roles you want.

We offer yearly, quarterly (for Companies only) and yearly, monthly (for Makers only) and yearly (for Students only) subscriptions depending on the offer you want to purchase.
The subscription is defined for one full period from date to date and the payment must happen upfront by card (or bank transfer for Companies) for the full amount of the subscription. You cannot mix in the same cart several subscriptions with different periods of time. 
If you have a specific situation you would like us to study, do not hesitate to contact us and we will get back to you quickly.

For Yearly and Quarterly subscriptions, we currently have a 30 days cancellation policy. If you submit your cancellation request up to 30 days after your purchase, we will cancel and refund your order. This policy however does not apply to monthly subscriptions or renewals.

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

Subscriptions are automatically renewed except for the student offers, which are non-renewable yearly offers as they are available only for students. 

For monthly subscriptions, you can stop the automatic renewal at any time up to 5 days before the renewal date. 

For yearly and quarterly subscriptions, you can stop the automatic renewal at any time up to 30 days before the renewal date. 

You can stop the automatic renewal from the subscription tab in the Platform Management dashboard of your platform.

You can directly stop your subscription from this link. 

Here is how to stop the automatic renewal from your log in panel. 

Your subscription will stop at the following anniversary date. 

If you the stop renewal button does not appear, it is because you have subscribe to a nonrenewable offer. Your subscription will not renew.

Please note that your data will still be available until 2 weeks after the cancellation request date. 

You will find all the necessary information on our certifications here.

Students, Makers, and Companies can pay upfront by credit card (Visa, MasterCard, Amex). 
Companies also have the option to select a deferred payment within 30 days by bank transfer (bank information to send the money will be displayed at the order confirmation).

We apply the Banking regulations and specially the SCA - strong customer authentication.

Please check your existing cart as you may have previously added a role that is on a different period of time.
You cannot mix in the same cart several subscriptions with different periods of time. To add the current role to the cart, delete the content of your existing cart and refresh your page. 

Your cart includes roles you have added as well as all related pre-requisite roles. 
Pre-requisite roles are the core roles of the 3DEXPERIENCE platform and give you access to social & collaboration capabilities (communities, dashboarding, tagging...).
This pre-requisite roles allow you to use the other role(s) you purchased. 
You might also find in the cart roles you have added in the past without confirming the purchase. Don't hesitate to delete those roles if it's an old cart that is not relevant anymore.

Here are possible options:

• Your country is not listed in the billing address page. Please go to “I don’t see the prices in my local currency”
• 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 still have the issue, you can contact us by filling up this support form.

You should have received the confirmation email, please check your spam.
However, if you cannot find it, please contact us by filling up this form and we will reach out to you.

We offer yearly, quarterly and/or monthly subscriptions depending on the offer you want to purchase. 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.
However, if you have a specific situation you would like to share with us, our sales expert can contact you to assist you.

The initial amount displayed is the price of the role only.
All roles have one or several pre-requisites to be able to navigate the 3DEXPERIENCE Platform. Those pre-requisites are automatically added before your check-out. 
If you are purchasing additional roles for the same user, the user might already have the pre-requisite roles so they will not be needed in that case.

If you are purchasing additional roles for the same user, the end date of this additional subscription will be aligned with the end date of the initial subscription period.
The amount due for the additional role will therefore be prorated accordingly (this applies only for the first effective period).The prorated amount will be the one that appears on your invoice.

Your order and invoice will be available the day after your subscription starting date in your 3DEXPERIENCE Platform. You will find it in the Subscriptions tab of the Members Management Dashboard, under My Orders.

This message can occur while completing your purchase. 

Please follow the instructions on the video bellow to fix this issue.

If you are still facing this issue, please fill out this form and we will reach out to you. 

If you are interested in one of the solution available on our online store, you can directly have a quote for the store.

Here are the step to download a quote:

1. Start your journey here
   1. Add an item to your cart
   2. Click on Go to Payment
   3. Enter your billing information
   4. Download quote

Otherwise, if the role is not available for self-purchase please fill in this form.

A sales representative will reach out to you.

If you subscribed to a special offer (throughout EAA, influencers, champions program or Students offers), license will not renew at the anniversary date.

In such case, the unsubscribe feature on your platform management dashboard will NOT appear.

A license cannot renew for two reasons:

1. Your banking information are not updated and payment cannot be completed.

If so, you can purchase a new license on the store. You will retrieve your data from your previous environment (if purchased within 2 weeks after expiration).

 

2. You have subscribed to a nonrenewable offers (purchased throughout EAA, influencer, champions program, Student)

If you still facing issues on your license renewal please fill out this form and our team will reach out to you.

Our Dassault Systèmes Store entity based in the United Kingdom and managing transactions for all European customers is closing. The Store activity for European customers will be transferred as of June 7^th, 2023 to Dassault Systèmes SE, a French “Société Européenne” located 10 rue Marcel Dassault – 78140 Vélizy-Villacoublay, France.  

As a consequence, as of this date, and for European customers only:

1. the “Terms of Use Business Website” and our “License Agreements” (called all together “Terms”)  will be transferred, to Dassault Systèmes SE and the French law will apply,
2. any order placed on the DS Store,  any transaction on the 3DSMarketplace and use of the DS Offerings will be governed by these new Terms.  

These updates do not impact the offer you originally subscribed to and your use of the DS Offerings will not be affected or altered in any way by these new Terms. If you, however, do not agree to these new Terms, you may terminate the Terms and the use of the DS Offerings by providing a termination request through the dedicated online form before September 7^th, 2023.

We encourage you to read the new Terms carefully and to print them out for easy reference. You can also find as of today these new Terms in your subscription tab on the Platform Management dashboard of the 3DEXPERIENCE platform.

You will receive a Get Started email with the direct link to access your 3DEXPERIENCE platform on the Cloud. 
You will be invited to connect with your 3DPassport to your environment.
You can find dedicated content to help you get started here.  In addition, do not hesitate to visit the 3DEXPERIENCE Platform user community to find information, tips and support from our champions.

For Makers, you reach can out for support regarding installation on the MAKERS | Support community.

For Students, you reach can out for support on the 3DEXPERIENCE Edu | Students.

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

If you want to install an app from a new role, we invite you to read the "Rich app installation" section 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 Drive on your machine. Accept default location or specify another location

The installation is complete and 3DDrive is ready for use

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.

You can use our platform and online applications on several computers or devices at the same time. Please consult this page for the supported devices: Program Directories.

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.

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

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.

Each year, we make improvements on your 3DEXPERIENCE platform. We talk about upgrade and updates, but what is the difference between them?

A software upgrade is a new version of the platform that offers a significant change or improvement over your current version. At the end of each year, we perform an upgrade.

In software terms, an update is meant to correct small bugs to make the platform more efficient. In general, we perform about 4 updates within a year.

The 3DEXPERIENCE platform user's Community informs you live when an upgrade or updates happen.

 

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).

The first access to the software can be done from the email “Get started…” we sent to the email address you used to purchase online.
If you have not received this email, please check the spams folder of your email box.

In some cases, it may take longer to receive the "Get Started Email". 

If you did not receive it, please log in using the corresponding connection log in link.

• For Makers: Link to platform.
• For Students: Link to platform.
• For Companies: Link to platform.

If you still have difficulty accessing the software please contact us by filling up this form and we will reach out to you.

If you are already in contact with a Dassault Systemes sponsor, 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 

For Students, visit the 3DEXPERIENCE | Students community to check if your question is not already answered. If not, raise your question in that community.

For Makers, visit the MAKERS | Support community to check if your question is not already answered. If not, raise your question in that community.

For more info on our products, do not hesitate to contact us by filling up this form and our sales teams will get back to you.

If you are a Company and have an active license please fill out this form. If you do not have an active license, please go on the 3DEXPERIENCE USER Community.

If you are a Student, please raise your question directly in the 3DEXPERIENCE | Students community.

If you are a Makers, please raise your question directly in the MAKERS | Support community.

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 appropriate link:

• For Makers: log in using this link
• For Companies: log in using this link
• For Student: log in using this link

Please make sure to log in using the same email address as the one used to complete your purchase.

If It does not work, please follow those steps:

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

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

2. 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.