KB: Altium Support Services

Solution Details

The available support services depend on your Subscription Plan and the nature and complexity of your inquiry. The Altium Support start page is a central entry point for your inquiry. The page describes the services and how to access them.

A comprehensive Technical Documentation, which includes many Knowledge Articles on frequently asked questions, gives anyone direct access to the publicly available Altium Knowledge Base.

For subscribers, the Altium ChatBot provides instant support. It is designed to help you resolve many common issues, including installation queries, licensing questions, error messages, and unexpected software behavior. When you initiate a chat, the bot will guide you through a series of automated questions to accurately understand your needs and provide tailored solutions.

As a next step, subscribers can submit a Support Ticket for further processing if their request requires more in-depth analysis and cannot be resolved on the fly.

Successfully and efficiently processing your support case requires a meaningful description and, if necessary, the design data, screenshots, short videos, etc., to be uploaded (20MB max.), with which our support can understand your question and your requirements or reproduce a possible issue. For customers subject to ITAR compliance, please don't upload files; keep the description generic.

Tickets are processed according to the Subscription Plan, the Impact Level, and first-come-first-served. After submitting the support case, you will receive an email upon any status change, and you can check the status at My Tickets.

Additional resources, particularly for non-subscribed customers, include an Altium Community Forum to seek help from other users, BugCrunch to report a bug, and Ideas to report suggestions for improvement. Using the Forum, you may also be able to find a workaround or clue to solve your problem. Access to the Forum requires an AltiumLive login.

If you are experiencing a recent network-related problem with Altium 365, please check https://status.altium.com/history for a recent incident. You can also report an issue there.

For non-technical inquiries, such as purchasing license seats or changing license type, please get in touch with your sales account manager directly, or if unknown, try 'Connect with Sales' with the Chat at https://www.altium.com/