Account management basics
Troubleshoot Autodesk account and product access issues
Use this guide if you cannot sign in to your Autodesk account, do not see your product, or cannot launch or activate your software.
Choose the scenario below that best matches your issue to find the fastest next step and determine who owns the resolution.
Scenario | Choose this if... | Fastest next step |
You cannot complete sign-in, verification, MFA, or SSO. | Start with account recovery or sign-in troubleshooting. | |
Your subscription, trial, or assigned product is missing. | Verify the correct account and assignment. | |
I can install the product, but I cannot launch or activate it. | The product opens, but licensing or activation fails. | Verify the correct license type and activation method. |
You have a purchase confirmation, but your product is still missing after standard processing checks.
You cannot recover sign-in access after completing password verification, OTP, MFA, and browser troubleshooting.
You lost access to the email address associated with your Autodesk account and cannot recover it.
Product access appears correctly assigned, but activation or launch still fails.
You have a licensing, renewal, entitlement, subscription ownership, or team issue that cannot be changed by your admin.
Multiple users in your company are affected by the same issue.
Connect with us through the Autodesk Assistant:
Open the Autodesk Assistant using the icon in the lower‑right corner of your screen.
Describe your issue to the Assistant and type “Agent” to request a connection with a Support Specialist.
Sign in to your Autodesk account when prompted so the Assistant can access your account details and help open your case faster.
Before contacting Autodesk Support, gather:
Autodesk account email address.
Product name and version.
Screenshot or exact error message.
Confirmation of whether you can sign in to your Autodesk account.
Whether the product appears under All products and services.
Your role:
End user
Primary admin
Secondary admin
Purchaser
Contract manager
SSO admin
Order number, subscription ID, contract number, or invoice information if applicable.
Web browser and operating system details.
Whether the issue occurs in another browser, on another device, or over another network.
Whether your company uses single sign-on (SSO).
Need help? Ask the Autodesk Assistant!
The Assistant can help you find answers or contact an agent.
What level of support do you have?
Different subscription plans provide distinct categories of support. Find out the level of support for your plan.
View levels of support