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TS_96032424-Participant
4-Participant
November 6, 2025
Question

Authentication Failed When Trying to Open a Support Case

  • November 6, 2025
  • 1 reply
  • 230 views

TS_9603242_0-1762460637269.png

Hello,

 

I am getting the following message when trying to access the support case website. Is there anything I need to adjust on my account to be able to access this website?

 

Thanks,

Tanner

 

1 reply

P
PeterCase17-Peridot
17-Peridot
November 7, 2025

Hi Tanner ( @TS_9603242), 

 

Your web account is verified and not locked, but is missing eSupport permissions. 

Usually on upgrade, the permissions "Download Software" and "Create and Manage Cases" are added automatically, but they can be subsequently removed by Online Supervisors. Please work with one of your (7) Online Supervisors at PTC.com Account Management to request the "Create and Manage Cases" permission and let us know in case there are still issues. 

 

Many thanks, 

Peter.    

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