Autodesk licence renewal problems

[KCJeff]

Is anyone else having a nightmare trying to renew their Autodesk Educational licences this Summer?

 

We use a group mailbox address that only IT support staff can access as our Autodesk account, this is supposed to be registered as our Institutional/Group ID account, but they are now trying to treat it as a personal account and are requesting verification that the account is eligible. It is a group mailbox, and quite obviously so when you look at the address, but they are asking for proof of enrolment or employment, neither of which can apply to a group mailbox. I have been in a live chat with somebody who seemed to have no comprehension of my 2 key queries: 1) Why is the account not being treated as a Group ID, and how do I get this resolved, 2) How do I renew the contract and extend the licence, as both are due to expire, meaning that we cannot teach their products in the new academic year.

 

A day later I received an email asking me to complete a survey wanting to know how well they did, I gave them some very honest replies. The following day I got an email asking me to verify the account, with links to a SheerID FAQ page, which was only relevant to US customers. I replied to this email (2 days ago now) pointing out the above issues, I am still awaiting a reply, but will probably get a response that I have not responded and the case has been closed.

 

If I go to the Registeronce page and log in, it does give me the option to select the instituional account, but in all other areas, including downloads, the account is being treated as a personal one.

 

I have tried calling the UK head office in Farnborough, but after waiting 45 minutes for reception to pick up and direct me to someone who could help, I hung up.

 

Does this tale sound familiar to anyone else, and do you have a human contact who can resolve these issues??

[JasonNVSD]

Yes to all of this. Did you make any progress?

 

It seems to all hinge on the fact that SheerID only recognizes individual schools, and not school districts or institutions. IT Admins can't provide ID because they're not employed by one school. Autodesk is losing my support...