Frequently Asked Questions

We often have questions from clients who are thinking about taking out Autodesk subscriptions with their upgrades. Here are our most common questions and answers:

1 - What shall I do if I have forgotten my Autodesk password and login?
Please email: emeasubscriptions@autodesk.com and a reminder will be sent to you.

2 - As a subscriber what support do I get from Autodesk?
As a subscriber, you receive web based support from Autodesk support technicians. You can access your case history online via the Subscription Centre. The web based support from Autodesk covers installation, configuration and troubleshooting.

3 - How do I receive Autodesk Support?
Simply sign onto the Autodesk Subscription Centre and click the technical support link in the top left menu bar. The secure link allows you to submit technical questions, answered by Autodesk technicians through the web or by email.

4 - What happens if I require additional support?
Excitech offers a variety of support services ranging from a customer support helpline to on-site software and hardware maintenance. There is a range of support packages on
offer including:

• retained services
• warranty
• warranty-uplift
• support packs
• consultancy

These can be tailored to accommodate customer requirements and budgets. Ask your account manager for further information or visit Excitech's Support Section.

5 - What exactly is e-Learning?
e-Learning offers short, interactive lessons with practical exercises to help you learn key Autodesk software features. 

6 - What happens if I require additional training?
Excitech is an Autodesk accredited training centre offering training to both subscription and non-subscription customers with a range of courses and workshops. For more information, please visit Excitech's Training section or call Excitech on 0845 370 1444.

7 - Do I have to upgrade or can I continue to use existing versions?
No, only subscription holders are allowed to use any prior release of software they legally own up to the maximum number of seats they have on subscription.

8 - What happens if I need to add seats?
Seats can be added at any time and pro-rated to the contract expiration date. Contracts can be merged to align end dates.

9 - When do I take out a subscription?
Subscription must be purchased at the time of license purchase or upgrade.

10 - What are the main benefits of taking out a subscription?
With a subscription, your technology is kept up-to-date while budgeting is predicatable. You have access to web support and e-Learning from Autodesk. You also gain additional exclusive benefits from Excitech including the UK content Library with new releases launched quarterly.

11 - How do I receive my annual upgrade?
Your upgrade will be sent out in the post to the Subscription Manager.

12 - Who can use the Autodesk subscriptions web site?
As a Subscriptions Manager you can use the site, but you can also set up users to have access to some areas including e-learning.

If the above have not answered your questions, please call us on 0845 370 1444.