Online Renewal: Q&A
For a video tutorial of the Online Renewal Service, please click here.
- What is the Online Renewal Service?
- How to update a Support renewal quote?
- How to print out a formal Global Support renewal quote?
- How to submit a Support renewal order online?
- What shall I enter in the PO number field?
- How to create a PTC Customer Account?
- How to find my company’s PTC customer number?
- How to find my service contract number?
- What shall I expect after submitting the renewal order online?
- How to pay for my Support renewal order?
- When and how can I contact the PTC Automated Renewal Support team?
What is the Online Renewal Service?
The Online Renewal Service offers a paperless process for PTC customers to continue their Global Support services in a few simple steps online, reducing the amount of time required.
How to update a Global Support renewal quote?
Quote details cannot be changed in real time. If you would like to update contact information or edit quote details, please use the "Contact Us" link online or email your request to [email protected] if you are in the Americas or [email protected] if you are in Europe. A member of the Automated Renewal Support team will respond to you shortly.
How to print out a formal Global Support renewal quote?
You can use the “Email PDF Quote” button on the quote page to send yourself a formal copy. This PDF copy contains both a detail and summary view and is in a print friendly format.
How to submit a Support renewal order online?
After you review and approve the details of your company’s quote, you can:
- log into a verified PTC Customer Account;
- provide a PO number or an order reference code;
- accept the terms and conditions stipulated on the submitting order page;
- click the “Submit Order” button
What shall I enter in the PO number field?
If your company requires a purchase order (PO) for this transaction, please put the associated PO number in the field. If your company will not assign a PO to your order, please enter any identifying reference code. The same information will appear on your invoice. This field must be populated to complete the order.
How to create a PTC Customer Account?
To create a PTC Customer Account you will be required to provide your company’s PTC Customer Number and Service Contract Number (SCN). Once you have obtained these two pieces of information, you can follow the instructions here.
- If you are creating an account for the first time, please select the “Create Customer Account” button on the login page. You will be redirected to the new account form.
- If you have an existing Basic Account, please select the “Login to Customer Account” button and login to your account first. You will then be redirected to the upgrade account form.
How to find my company’s PTC customer number?
Your company’s PTC customer number can be found in the Help/About menu of your software, on your PTC invoices, or on your shipment confirmation email or letter. You can also contact your company’s PTC Online Supervisor to find it out.
How to find my service contract number?
Your Service Contract Number (SCN) can be found in your PTC Online Renewal email notifications. It can also be found on the Global Support renewal quote webpage. It should be prefixed with the letter A or T such as 0A or 9A or 6T. The SCN is your Global Support entitlement ID.
What shall I expect after submitting the renewal order online?
Once you submit your order successfully, it will be reviewed and approved by PTC within an hour. Upon approval Global Support services of products covered under the quote you renewed will be activated. You will receive a confirmation email shortly after the order is processed and an invoice from PTC by mail within one week. Your bill will be due 30 days from your order date unless otherwise specified between your company and PTC. Payment terms are displayed as part of the quote details on the quote page.
How to pay for my Global Support renewal order?
Global Support renewed using the online renewal service can be paid for by check or wire or credit card. For inquiries regarding outstanding invoices, please contact us at [email protected] or 1-877-275-4782, Option 4. Please include the quote number with your payment.
When and how can I contact the PTC Automated Renewal Support team?
Any time you can email the Automated Renewal Support team at [email protected] if you are in the Americas or [email protected] if you are in Europe. You can also submit your questions by using the “Contact Us” link throughout the site. You can call us at 1-888-835-5721 from 8:30 AM to 5:00 PM Eastern Standard Time if you are in the Americas or +44-1252-45-3851 (United Kingdom) / +49-89-32106-220 (Austria, Germany, Switzerland) from 8:30 to 17:00 Central European Time if you are in Europe.