UNABLE TO CONTACT AUTODESK South Africa

[peter8JK3B]

Steps to reproduce
We purchased a renewal license and unable to find the license and the key to activate. When I try login to the CHAT it goes round in circles...I login and then it bombs out and goes back to login again???? Please help - there is NO other way I can see to make contact.

Expected results
An answer

Actual results
none yet

URL where issue occurs
autodesk.co.za

Browser
Safari

OS
Mac

[pendean]

All licensing information for your software is at your Autodesk Accounts page here under your product link https://manage.autodesk.com/products

Assuming your software even needs that information as a renewal since Autodesk now requires most of us to just log in with your user account email address to activate the software.

[rushabhthakkar_910]

@peter8JK3B, Now you don't need License number's or Product Key's. Autodesk moved away from them long ago. 

So now you have to sign in to your account using your Email and Password. 

[rushabhthakkar_910]

@peter8JK3B, Also what type of license do you have..?? Educational, Network, etc..??

[peter8JK3B]

THANKS FOR REPLYING. WE PURCHASED AN AUTOCAD LT LICENSE FOR ZAR3736.58 IN FEB 2022. WE NEED AN INVOICE FROM AUTOCAD. IT IS NOT VISIBLE ON MY LOGIN PROFILE. THERE IS NO WAY TO COMMUNICATE WITH AUTOCAD.

I PERSONALLY MET THE 3 DEVELOPERS OF AUTOCAD BACK IN 1990 WHEN THEY CAME TO South Africa. WE HAVE BEEN USING AUTOCAD ON AND OFF SINCE THEN AS OUR ONLY GO-TO CAD PACKAGE. THEIR CUSTOMER SERVICE HOWEVER IS NOW CLOSE TO NON-EXISTENT. ITS ONLY ABOUT SELLING THE SOFTWARE....

[rushabhthakkar_910]

@peter8JK3B, to contact Supoort you can either use this (https://www.autodesk.com/support/contact-support) or Autodesk-AVA (https://ava.autodesk.com/modular/)

And for downloading the invoice, have a look at this..!! (https://www.autodesk.com/support/account/manage/billing/invoice)

[rushabhthakkar_910]

@peter8JK3B, also apart from downloading the invoice, is there anything else you would like to know/ need help with..?

[peter8JK3B]

Thanks, I did try follow that link to view invoices, but a before I get to a screen that goes greyed-out and freezes there. It does open a window where you select US and SA site, and when I select SA site it also goes nowhere.

Don’t know what else I can say???

[rushabhthakkar_910]

@peter8JK3B, Than do this..!!

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@rushabhthakkar_910 wrote:

@peter8JK3B, to contact Supoort you can either use this (https://www.autodesk.com/support/contact-support) or Autodesk-AVA (https://ava.autodesk.com/modular/)

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[pendean]

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@peter8JK3B wrote:
THANKS FOR REPLYING. WE PURCHASED AN AUTOCAD LT LICENSE FOR ZAR3736.58 IN FEB 2022. WE NEED AN INVOICE FROM AUTOCAD. 

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Find then contact a reseller in your region, they can help too unless there is a financial/whatever reason they cannot do that for you for free (I believe you all only have the one in SA? I could be wrong)

https://www.autodesk.com/partners/locate-a-reseller 

[mdavis22569]

to add to Pendean, for the Invoice, was it purchased by your account? If not, you won't see an invoice and you'd need to reach out to where you purchased it. Likely your Reseller that you purchased it from. 

[mdavis22569]

@peter8JK3B 

Doing a quick follow-up to see if you're all set, or if you still need help

M

[peter8JK3B]

Hi there, thanks for following up, no contact yet from Autodesk - I do not know what else one can do - the company has just no customer service.

[pendean]

@peter8JK3B You chose to never answer this question https://forums.autodesk.com/t5/installation-licensing/unable-to-contact-autodesk-south-africa/m-p/11...
Do you by chance NOT have any documentation at all, no receipt t all? That's not good if true.

Did you ever do this? https://forums.autodesk.com/t5/installation-licensing/unable-to-contact-autodesk-south-africa/m-p/11...
Autodesk in 40-years of existence never calls a customer back from a voicemail message, so I'm not sure whom you are calling, you seem unwilling to answer any questions.

[peter8JK3B]

Hi Guys, thanks I did try the links suggested but as I may have mentioned before this was purchased online, using my AUTOCAD LT login (same email as used for this forum discussion) while we were on a film set and needed AUTOCAD urgently to do some on set work.  I have attached the only proof I have, my bank statement indicating the debit by AUTOCAD of $239.53 (ZAR3736.58) on 22 Feb 2022.  The actual transaction may have been 2-3 days prior to that date.

After the purchase we did not get the license key and were unable to activate.  We had no time on set to pursue this and on my return to the office I tried repeatedly over the past 11 months now to contact. The AUTOCAD site takes you in a never ending loop between the US and the SA site. I eventually found this forum.

Resellers are not interested as the purchase was not made via them.

What else am I to do??

Thank you for your continued interest in resolving this matter, but again I ask why is there not an Autocad employee handling and resolving this case for me....you I understand are community members, right???

Thanks again!  If you see a solution for me with this information I would be very happy to continue...

Best,

Peter

[peter8JK3B]

Okay so quick update, I eventually found a receipt on my profile and have attached the picture below. However I double checked and NO EMAIL confirmation of the order was received and the other pic below shows the error message when one tries to open active products/services.

There is some way now of tracing the transaction, but again my question, without any AUTODESK personnel handling this matter.....what now???

Thanks!

[peter8JK3B]

Just found a chat button and the chat is not available...not surprised.

I did submit a case though so let's see....2 days response - not much good when you purchase something online for immediate use as we had to.....!!!

As a user for over 30 years I am loathe to switch to a new CAD software, but wow they are doing their level best to piss me of....it's disgusting to be honest. All the money we've paid over the years for software that eventually stopped working due to changes in operating systems, and they simply repackage essentially the same software with a fresh new look maybe and put a hefty price tag on that for you to continue to use it. Not good....

Anyway let's see I  will keep you posted if I eventually get an answer from this sorry lot....

Thanks Guys!

[mdavis22569]

For the subscription, that's showing a 2022 date of Auto-Renewal. Are you still on an auto renewal. If not, then likely you don't have a subscription and will need to renew it

[peter8JK3B]

Thank you. Yes I understand that, but my issue was not receiving activation neither via email nor on my account for the software - it was needed urgently for a specific task, not days/weeks later if it ever was activated.

[rushabhthakkar_910]

@peter8JK3B, autodesk moved away from serial number and product keys. 

And now to use the software, you have to sign-in with your email address. 

In your case the one you are using on this forum as you mentioned. 

And also as @mdavis22569, if Autodcad is still showing here https://manage.autodesk.com/home/ (under all products and services), you will be able to use it. 

If not, you will have to renew your license to be able to use it.