Subscription error

[jeremy_kingstonFA2T6]

My 3 year subscription which was purchased on 24 January 2025 is now missing (both in fusion 360 and the manage.autodesk account - no history no subscrition).

I tried to login to Fusion 360 in late March 2026 and it wouldnt recognise my subscrition. I re-downloaded the program and the system now says Im on a trial (30 days) which will expire in a few days time. 

I have just had a very lenghty chat online and provided confirmation emails of my purchase only to be told that I dont have an account.

As a paying customer I am very disappointed. The customer service I have recieved so far trying to resolve this is very poor.

Any assistance from anyone would be appreciated.

Regards

Jeremy

[AllenJessup]

Was the chat with a person or with the bot?

[jeremy_kingstonFA2T6]

Hi Allen,

the chat was with a person, I specifically asked that question during the chat (see transcript attached). That person later send me an apology via email (apologising that the chat ended) I am still communicating with that person. Other attempts to start a case have been cancelled as I am already in discussions with this person. From what I can work out, the company that sold me the subscription is no longer is business and closed a couple of months after my purchase. Somehow Autodesk feel that it is ok to end the subscription for that resellers customers. Does this mean none of us should purchase from a reseller? Still trying to resolve this but feel cheated, whatever has happened between the reseller and autodesk shouldn’t affect the end user of the product in my opinion. The saga continues……..

[AllenJessup]

Unfortunately it looks like you're still dealing with frontline support. A person working off a script and a flowchart. Hopefully this does get escalated.

[amanda.k]

Hi, @jeremy_kingstonFA2T6 - I'm so sorry I am just seeing this now. I am sending you a PM to see if I can offer further assistance to get this resolved for you. 

[jeremy_kingstonFA2T6]

Amanda,

Thankyou for your message, to be honest I had given up on Autodesk as your customer service staff showed no interest in helping to resolve my issue. I would have had better interactions from a bot.

Can you advise how you can help? I can see that I am not the only customer experiencing the deleted subscription problem.

Is this something you can help with?

Jeremy

[AllenJessup]

@jeremy_kingstonFA2T6 Now you have an Autodesk employee who is volunteering to help. As I said. From the transcript. It looks like you were dealing with someone working from a flowchart and giving stock answers. While @amanda.k may not be a expert in subscriptions. She most likely can get your case escalated to someone who is. Find the PM from her and answer it. If you need to know how to read a Private Message. See HERE.

[amanda.k]

@AllenJessup Thanks for the endorsement! It's true that I don't have access to the back end systems that hold the Subscription information, but I can escalate it internally for @jeremy_kingstonFA2T6 .

@jeremy_kingstonFA2T6 If you can't find my PM, you can just email me at [email protected] with the information that you used to make the original order. Include any emails it might be under or names - sometimes things autofill and we don't catch them in time, and it leads to confusion like this. Also include the product, as it could make a difference when the agent is searching. 

I'll keep an eye out for your PM or email!