topic Re: Missing information fra PTC in Mathcad Installation

Missing information fra PTC

DC_14531029 — Wed, 18 Mar 2026 10:45:21 GMT

I have bought a license for mathcad but i have not received anything from PTC. I am not able to do anything and PTC are completely unreachable by phone nor the global support mail.

I need to activate my account which is not possible since i have not received anything from PTC.

Re: Missing information fra PTC

Catalina — Wed, 18 Mar 2026 10:48:12 GMT

Hello @DC_14531029

Please try this resource for your issue: Article - CS30357 - How to locate product code for single user and student edition of Mathcad

Best regards,

Re: Missing information fra PTC

DC_14531029 — Wed, 18 Mar 2026 10:52:44 GMT

The link do not solve the issue.

I have not recieved a product key or a SON (Sales order number) which i need to activate my account in order to download it.

It has been 5 days since paying for the software and support is completely unreachable.

How do I get PTC to send me a product key or SON-number.

Re: Missing information fra PTC

DC_14531029 — Wed, 18 Mar 2026 11:01:55 GMT

I should have gotten a "Fulfillment Confirmation Email" from PTC, but I have not recieved it. I should have gotten it within 1 business day.

Re: Missing information fra PTC

Catalina — Wed, 18 Mar 2026 11:07:49 GMT

Please make sure you have contacted Academic Assistance here Education Case Logger with all the correct details and please make sure you have checked your SPAM/Junk folders as well. Academic Assistance should get in touch with you after you submitted your Education Case.

Thanks,

Re: Missing information fra PTC

DC_14531029 — Wed, 18 Mar 2026 11:16:05 GMT

Is this for real? I am getting sent backwards and forwards in your system. I am not an Educational user - I need it for work..

PTC support is not respoding. I have sent emails to globalsupport@ptc Not responding

The phonenumbers listed on the website dosn't work.

Now this "education" support is getting back within 2-3 days..

I have checked my spam/junk mailbox multiple times. I have not recieved a "Fulfillment Confirmation Email" from PTC.

Re: Missing information fra PTC

Catalina — Wed, 18 Mar 2026 12:40:15 GMT

Hello @DC_14531029

Apologies for the misunderstanding. Since there was no mention of this being a request for a work licence, I assumed it was a request for an education licence.

In order to be able to contact PTC Tech Support, please do so here eSupport | PTC, as well as making sure you also have an active maintenance subscription.

Thanks,

Re: Missing information fra PTC

DJNewman — Wed, 18 Mar 2026 14:34:06 GMT

You bought a licence from the PTC Store, correct? Or did you buy from a PTC sales rep, or did you buy from someone else?

Your answer determines who I'll escalate this to. It's unfortunate that you're in this position and I'd like to help fix it.
Edit: I'm 95% sure you bought from the Store based on our customer records, so I've escalated to our eCommerce team.