Help

• Increase productivity with the latest product versions and updates
• Respond to changing business needs by easily scaling your software tools
• Pay only for what you need, when you need it—no large upfront investment needed
• Resolve issues and keep projects on track with direct help from product support specialists
• Bill back your software subscription fees to clients and projects with ease

Learn more here.

Subscription is a new purchasing option that allows you to license Autodesk desktop software on term basis to meet a variety of business and budget considerations, such as taking on finite projects, or hiring temporary staff. Customers who purchase subscription receive benefits such as Basic Support, access to the latest software and product enhancements, and in some cases, access to select cloud services.

Subscription includes:

• The latest software release, previous versions and updates
• Technical support and e-learning, including subscriber exclusive newsletters
• Access to use select cloud services
• Global Use Rights

Learn more here.

If you need to update the credit card number or expiration date associated with your auto-renewal, please click here and enter the email address associated with your order as well as your password. If you do not know your password, you can click here to retrieve it. Once you have logged in to the Payment Information page, click the “Edit” button to update your existing credit card information and “Submit” to save it once you have completed your changes.

If you need assistance with this process, please call Customer Service to speak to one of our representatives. For security purposes, your credit card number should never be sent via email.

If you need to cancel your subscription prior to the next renewal period, please use the following instructions:

1. Click here to look up your order.
2. After locating your order, click on “Manage Auto-Renewal Plan”. If prompted, enter the email address associated with your order as well as your password.
3. Under the “Auto Renewal Plan Status” section, select the option to cancel your automatic renewal.

Note: You will have access to your subscription product for the full time period for which you have paid, even if the auto-renewal plan has been cancelled.

Cancelling the auto-renewal plan means that your subscription will not be renewed at the end of your subscription term. After cancelling the auto-renewal plan, access to your subscription product will terminate at the end of your current subscription term.

We believe that subscribing is the best way for our customers to get the greatest value from our tools and technologies – and will fundamentally change how we deliver extended capabilities and new functionalities through connected services.

Beginning in June 2017, customers with eligible products on maintenance will have the ability to easily switch to a subscription at the time of renewal for a discounted price. Customers can take advantage of this offer once per seat of a product on maintenance. The price to switch will increase 5% in 2018 and another 5% in 2019, so the earlier customers switch to subscription, the less it will cost. For more information on this offer, see Switching from Maintenance to Subscription. Please refer to Frequently Asked Questions for more information.

Most products purchased on this store come with 90 days of free web installation and configuration support, direct from Autodesk, from the date of registration.

In addition, an e-mail explaining the support offering and activation information will be sent to the e-mail address provided at the time of your order. Other products have support offerings that are noted on the detail page of the product, as well as in your order confirmation email.

For other technical questions or support options outside of what is initially offered, please contact Autodesk Support or your local Autodesk Authorized Reseller.

Keep your Autodesk products current with the latest Service Packs, updates, and other maintenance releases available by accessing our Service Packs & Download center.

You can find the relevant system requirements on each product page.

If you have any further questions regarding your operating system compatibility with our current and past product releases, please visit our Knowledge Network.

• Online Product Support
• Documentation and Online Help
• Discussion Groups

Please check the settings of any of these products to ensure they are not interfering with your download:

• Firewall – These are designed to stop downloads from non-approved sites.
• Anti-Virus Programs – These will try to stop or scan a download. It may cause the download to be corrupt or damaged.
• Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and will sometimes block or stop downloads.
• Screen Saver – In some instances, screen savers can interfere with the download process. If you have a screen saver that is starting while you are downloading, please disable it temporarily until your download is complete.

1. You will receive access to your product via a fulfillment email within 24-48 hours after you place your order.
2. Sign in to your Autodesk Account at manage.autodesk.com.
3. Locate the software you wish to download in the list of Products & Services. Click the arrow next to the product name to expand the product details tray.
4. Click Downloads to activate the download pop-up window.
5. Select your Version, Platform, and Language to see available download options.

You can download the file anywhere you like, but be sure that you note its location and the name of the file when you do so. We recommend that you download the file onto your Desktop, so it will be easier for you to find when you’re ready to install the product.

NOTE: Please do not rename the file you're downloading. Doing so may cause installation problems.

Once the download starts, you will see a status bar indicating the time remaining until your download is complete. You may pause and resume the download by clicking on the “Pause/Play” button on the right side of the status bar.

If your download stops or is interrupted before it is complete, simply press the Begin Download button again and the download should resume where it left off.

You may not see a download button on your order for the following reasons:

• You have reached the maximum allowable number of downloads.
• Your download period has expired, which occurs after 30 days of placing your order.

If you believe you should have access to a download button or are trying to download after 30 days from placing your order, please Contact Us for assistance.

To re-download software within 30 days of your purchase simply log into your Order History page and press the “Begin Download” button.

Look Up Your Order

No. Downloading is a simple file transfer. Installing is the unpacking and loading of the software onto your computer. Autodesk’s installation software walks you through this process once you’ve successfully downloaded the file from our site. If you need assistance with installation, please review our Installation and Activation help.

View our Installation and Activation help.

If you have questions or need help installing your Autodesk product, video tutorials, discussion groups and more are available at our Knowledge Network.

The best way to know where your download saved is to pay close attention to the Save As window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the Save As window, which shows you exactly where your download is being saved to on your computer.

If you know the filename, you can do a search on your computer for it.

NOTE: Please do not rename the file you're downloading. Doing so may cause installation problems.

Once you have downloaded the file, you will need to navigate to the location where you saved the file and double click on it to start the installation.

For more information, we recommend you view our Installation and Licensing information.

First, you’ll need to re-download the file from your Order History page. To do so, simply go to your Order History page from within the Autodesk Store, or you may retrieve a link from your Order Confirmation email and press the “Begin Download” button. Once you have downloaded the file, you will need to navigate to the location where you saved the file and double click on it to start the installation.

Before you begin you will need to purchase a subscription for the software of your choice. This can be done via the product page on the Autodesk Store or by pressing the Buy button that appears in the pop-up when you open your trial.

You will then need your serial number and product key, which are available from your Autodesk Account page. To find your Serial Number and Product Key on this page, sign in and click “Management.” Click the arrow next to your purchased product, and the license information will be listed.

Follow these instructions to convert your software trial. Some steps may be slightly different depending on the software you are using.

1. Open your trial software. Sign in if prompted, or choose “Create an Account” if you have not created one. Autodesk trials require an Autodesk ID to run.
2. A pop-up will appear; choose “Already have a license” and then “Enter Serial number” on the Let’s Get Started Screen.
3. Enter your serial number and product key. Click Continue (or Next).
4. Click Finish and begin using your software.

“Activation Codes” are for a one-time activation process and cannot be reused.

Most Autodesk products can be registered and activated online. To register and activate your license please go to www.autodesk.com/register.

If you are using an Autodesk product with a stand-alone installation you can also activate it directly from the product. Just make sure your computer is connected to the Internet when requesting activation.

You can choose to register and activate the product when you start the program. Alternatively, use the Help > About menu while you are running the product.

To activate Autodesk products from the Help menu:

• On the Help menu, click About.
• In the About [Autodesk product] window, click Product Information.
• In the Product Licence Information dialog box, click Activate.
• In the [Autodesk product] Product Activation window, select Activate the Product, and then click Next.
• On the Register Today page, follow the on-screen instructions.

In the event you are unable to activate your licence online and require assistance please complete the Activation Assistance form.

You can find your product serial number and product key in your Autodesk Account.

You can also retrieve your product serial number and product key by logging into your Order Details page.

Look Up Your Order

If your serial number is not working, first make sure you are entering the number correctly. It is best to copy and paste your serial number, which can be located in your order fulfillment email or by logging into your Order Details page.

Next, when registering and activating your product, please make sure you are entering the correct product name, version (year of release) and licence type you have purchased.

Look Up Your Order

Click here to find your order.

We accept Visa and MasterCard. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

Unfortunately, no. At the moment, we only accept credit cards.

If you need to update the credit card number or expiration date associated with your auto-renewal, please click here and enter the email address associated with your order as well as your password. If you do not know your password, you can click here to retrieve it. Once you have logged in to the Payment Information page, click the “Edit” button to update your existing credit card information and “Submit” to save it once you have completed your changes

If you need assistance with this process, please call Customer Service to speak to one of our representatives. For security purposes, your credit card number should never be sent via email.

If you have purchased downloadable products, your credit card will be charged immediately after your purchase has been placed.

The charge for your order will appear on your credit card as: "DRI*Autodesk, Inc."

VAT is not charged for customers purchasing electronic download software.

Click here to find your order.

For credit card verification, you must enter your name and address exactly as it appears on your credit card statement.

No. Your card number should be entered in as a continuous string of numbers.

There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank's end, may have encountered a machine error. If you do have problems, you can contact Customer Service. Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

Check our list below if you do not already know how to remedy the issue with spam, bulk, or junk mail folders.

Internet Service Providers (ISPs)

Some email providers filter messages based on content, subject line, or the sender's address and may put the email into the a spam, bulk, or junk mail folder. Please make sure @digitalriver.com and @autodesk.com are on your "approved sender" list or "whitelist" and/or in your "address book." We often do not even receive notice of such filters, so please be sure you inform your ISP that you want to receive our email.

Spam Blockers/Filters and Email Software

If you have recently installed a new email software or a new program to reduce the amount of junk mail you receive, make sure you check the settings. The "defaults" are often much more restrictive than you might wish. Below is some guidance to get you started.

• AOL:

  Please check your "Spam" folder. If you find our email there, select the message and click "This is Not Spam." This will help future messages reach your Inbox.

  To avoid accidentally filtering our future messages:

  1. Click Mail in the toolbar at the top of your AOL window
  2. Select Block Unwanted Mail
  3. Click Custom Sender List
  4. Select Allow only the senders and domains listed below
  5. Enter this domain @digitalriver.com and @autodesk.com
  6. Click Save

• Hotmail:

  Please check your "Junk email" folder. If you find our email there, select the message and click "Not Junk." This will help future messages reach your Inbox.

  To avoid accidentally filtering our future messages:

  1. Click Mail, then Options (next to the Help link)
  2. Click Junk email Protection
  3. Click Safe List
  4. Enter this domain: @digitalriver.com and @autodesk.com
  5. Click Add

• Yahoo:

  Please check your "Bulk Mail" folder. If you find our email there, select the message and click "Not Spam." This will help future messages reach your Inbox.

• Gmail:

  Please check your "Spam" folder. If you find our email there, select the message and click "Not Spam." This will help future messages reach your Inbox.

• Outlook:

  Please check your “Junk” folder. If you find our email there, select the message and click “Not Junk.” This will help future messages reach your Inbox.

  To avoid accidentally filtering our future messages:

  1. Open your Junk E-mail Options.
  2. Select Safe Senders, then Add.
  3. Type @digitalriver.com and @autodesk.com and click OK.
  4. Click OK.

Autodesk will refund in full orders for product, subscriptions or maintenance plans purchased directly from Autodesk in the online store within 30 days of the initial purchase. Renewal charges for existing subscriptions or maintenance plans purchased directly from Autodesk are not eligible for refund.

INSTANCES OF RETURN

You may return a product, initial subscription purchase, maintenance plan, or cancel a service purchased from Autodesk on this website in any of the following instances:

1. PRODUCT RETURN WITHIN 30 DAYS OF PURCHASE

For any reason whatsoever within 30 days of purchasing the product, or purchasing the service, from Autodesk. PROVIDED you contact us within 30 days of receipt and provide us with your order confirmation and invoice and a short certificate (which we will send you) signed by you, we will credit you with a full refund (excluding any shipping costs). For physical goods, shipment of the product back to us will not be necessary.

For service cancellations, PROVIDED you contact us within 30 days of purchase of the services by you, notify us of your desire to cancel the services purchased by you and provide us with a copy of your order confirmation and invoice we will cancel the services purchased by you and credit you with a full refund.

2. DEFECTIVE PRODUCT RETURNED WITHIN 90 DAYS OF DELIVERY

The product does not provide the facilities and functions generally described in the documentation accompanying the product and/or the product, the documentation and/or any hardware lock or other copy protection device accompanying the product is defective under normal use. PROVIDED you contact us within 90 days of delivery and provide us with a copy of your order confirmation or invoice (as proof of purchase) and a short declaration (which we will send you) signed by you, we will refund the defective product or documentation (as the case may be).

3. DEFECTIVE COPY PROTECTION DEVICE RETURNED AT ANY TIME AFTER 90 DAYS FROM DELIVERY

If any hardware lock or other copy protection device accompanying a product is defective or damaged. PROVIDED you contact us within 90 days of delivery and provide us with a copy of your order confirmation or invoice (as proof of purchase) and a short declaration (which we will send you) signed by you, we will refund the hardware lock or other copy protection device.

If your order meets our Refund Policy criteria, outlined above, please follow the following steps:

1. Contact Customer Service.
2. A Letter of Destruction (LOD) will be e-mailed to you by one of our Customer Service Representatives.
3. Follow the instructions in the e-mail. These instructions will inform you how to submit your LOD.
4. Upon receiving the LOD, the returns department will validate the return according to our policy. All returns must be within our return period for that product - please review our return policy for details.
5. Once the Letter of Destruction is received, we will begin processing a credit within 3 to 5 business days.

Please Note:

1. The Autodesk Online Store uses the sent date of the returned LOD to determine compliance.
2. If you are requesting a refund after the eligible return period days but due to a defect, you will need to contact customer service.
   Please be sure to complete your LOD as soon as possible after receiving it or your return may fall outside our refund policy.
3. Shipping & handling charges for shipped products will not be refunded.
   You are not required to return the physical product.

Your refund credit will appear on your card within 5-7 business days of us receiving your completed letter of destruction.

If you need to cancel your subscription prior to the next renewal period, please use the following instructions:

1. Click here to look up your order.
2. After locating your order, click on “Manage Auto-Renewal Plan”. If prompted, enter the email address associated with your order as well as your password.
3. Under the “Auto Renewal Plan Status” section, select the option to cancel your automatic renewal.

Note: You will have access to your subscription product for the full time period for which you have paid, even if the auto-renewal plan has been cancelled. Cancelling the auto-renewal plan means that your subscription will not be renewed at the end of your subscription term. After cancelling the auto-renewal plan, access to your subscription product will terminate at the end of your current subscription term.

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