Unable to download any software with education access

[zombie.1533]

Hi, 

I submitted my request for education access and got a verification email since 07/13/2022 , I was able to download software and I'm still able to use it today, but when I go to the education page to download new software I get the message: "We still need to confirm your eligibility for educational access to Autodesk products. Learn more or click Get Started to begin the process". Which is weird because I already had access and when I start Fusion 360 it recognizes my account and it shows that is working under an education license. Anyway, when I click on "GET STARTED" I get a window with the messasge: " Congrats! We've confirmed that you're eligible for educational access to Autodesk products, and your account status has been updated. But when I click "GET AUTODESK SOFTWARE" anything happens and I keep getting the first message saying that still need to confirm my eligibility for educational access. And if I click again the same as before happens over and over.

I tried to get help with Autodesk Support but I can't manage to talk to a real person, the only answer I get by the automated system is to open a case with Sheer ID, which I already did and they confirmed that there is no issue with my documentation, that everything is OK with my account and that I should be able to get access, so there must be a problem in the Autodesk site. Like I said, when I try to contact support in any way, even through the chat I always get the same answer: to contact SheerID.

PLEASE, SOMEONE HELP ME SOLVE THIS ISSUE

Thank you.

[rushabhthakkar_910]

@zombie.1533,

Contact Autodesk Educational Support. Go to this website.

(https://www.autodesk.com/education/support?_ga=2.105744835.1964485564.1666989141-997365372.165565769...)

At the bottom this is written. 

rushabhthakkar_910_0-1668777402721.png

So click on the Question mark. 

rushabhthakkar_910_1-1668777402572.png

And type "Create Support Case". 

rushabhthakkar_910_2-1668777402403.png

Than it will give you the options to either a Live Chat or creating a Support Case. 

Choose any one. 

rushabhthakkar_910_3-1668777402574.png

[zombie.1533]

Hi, thank you for your answer, but I already tried that with no luck at all. Every time I try to contact support I only get the option to create a case with SheerID, I don't get the option to live chat with an agent or create a case with autodesk. And now I dont get any option at all, after I typed "create support case" the chat wipes and all I get is a white box with my email at the top 

Captura de pantalla 2022-11-18 231101.jpgCaptura de pantalla 2022-11-17 212913.jpg

Apparently the system believes that my account haven't been validated by SheerID yet, but Sheer ID just told me that everything was in order, so I don't know what else to do.

[rushabhthakkar_910]

@LeoWarrenADSK, Can you help in reaching out to Support team..?

[LeoWarrenADSK]

Hi @zombie.1533,

Can you reach out to educational support? If available use the chat option as it should result in a faster resolution: https://knowledge.autodesk.com/contact-support 

[zombie.1533]

Hi, @LeoWarrenADSK 

I´ve tried many times to contact support, but I dont get any option to start a chat or create a case. I only get the option to talk to SheerID, but I already did and they said they couldn´t help me. The system thinks that I´m still waiting for verification but I got validated for educational license long ago, and that was confirmed by SheerID, but I don´t know what else to do, please help me solve this.

thanks

[rushabhthakkar_910]

@natasha.l, could you have a look into this..?

[LeoWarrenADSK · Accepted solution]

Hi @zombie.1533,

I've manually created a case for you and I've escalated to our education support team who will be in contact soon - just to make you aware it's the Thanksgiving weekend so it will be likely next week.

[zombie.1533]

@LeoWarrenADSK @rushabhthakkar_910 Thank you, the problem has been solved, now I can download software again.