Tips for Using Phone Support
If your contract includes a direct phone number to a product support specialist, you'll see support phone numbers and a service ID in Contact Support. For more information, see Finding your Phone Support Information. Here are some things to keep in mind when using phone support.
Provide your Express Service ID
When calling Autodesk support, it is very important to have your Express Service ID ready. This identifies you as a phone support user and validates your Advanced Support or Enterprise Priority Support benefits. See Finding your Phone Support Information for information.
Note: If you are calling about an existing case, your Case ID can also be used to validate your benefits.
Call from your Primary Phone Number
If you call from the Primary Phone Number listed in your Autodesk profile, we can often validate your support entitlements more quickly and route your call immediately—without asking for your Express Service ID.
To view or update your Primary Phone number, sign in to your Autodesk Account at accounts.autodesk.com and click the Profile link. Phone information appears in the My Profile section.
Remote Desktop Assistance
While on the phone, your Autodesk support specialist may wish to use Remote Desktop Assistance to view your screen and resolve your issue more quickly, using Teamviewer. Download and run the appropriate version of Teamviewer for your operating system if you use Remote Desktop Assistance regularly.