ANSYS Customer Portal Trouble Shooting FAQ

Q.	Why am I getting the message "You have not been validated" and what do I do about it?"
A.	Three checks occur during registration and all must complete successfully to grant authorization into the ANSYS Customer Portal: Has the customer entered a valid agreement number or customer number that can be found in our database? If the above agreement number/customer number is found, does it belong to the company the customer entered in? (This has been a problem area. Often the customer does not enter the company name the same way we have it in our database. Therefore, this check may fail.) Finally, if you get past the first two checks, is the registering company current on their Lease or TECS? If you are not validated, your best bet is to click the button to contact a customer representative. This will notify the appropriate individual automatically and immediately. He or she will look into the problem and get back to you within 24 hours.

Q.	I am unable to login. It just takes me back to the login screen.
A.	Please make sure you do not have cookies disabled in your browser.

Q.	I previously had a login, but now it doesn't work. I get the message "Your account has been deactivated".
A.	Your TECS subscription may have expired since you originally created your login. An automatic process runs that checks each portal user for current TECS. Thirty days after the TECS expires, the login will be deactivated. You should have received an email telling you this. If you have since renewed your TECS subscription, notify portal help by filling out the ANSYS Portal Help Support Request form to reactivate your login.

Q.	I cannot remember my login and password.
A.	Click the "Forgot your login or password?" link. Enter your email address and security information. Your login information will be immediately emailed to you. If you don't rememember your security information, notify portal help by filling out the ANSYS Portal Help Support Request form to have us email it to you.

Q.	Things seem moved around. What changed in the new navigation?
A.	For ease of use and greater flexibility, the navigation that used to run across the top now appears on the left side. Most information is under the same hierarchy as before with the exception of "Version Updates" which is now under "Get Software>Software Downloads", "ANSYS Seminars" which is now under "Product Information>ANSYS Seminars" and "Technotes" which is now under "Online Support". "Your Site" contains the "Product Maintenance" and "Licensed Products" views and "Your Account" remains at the bottom allowing you to view/update your information.
If this FAQ did not answer your questions regarding the ANSYS Customer Portal, please notify portal help by filling out the ANSYS Portal Help Support Request form. We will not address technical support questions about ANSYS products. These should be answered by your Designated Support Provider. Please contact your local Channel Partner if you have questions concerning your product support procedure.