Authentication Failed When Trying to Open a Support Case

TS_9603242 — Thu, 06 Nov 2025 20:29:13 GMT

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

Re: Authentication Failed When Trying to Open a Support Case

PeterCase — Fri, 07 Nov 2025 08:28:47 GMT

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.

topic Re: Authentication Failed When Trying to Open a Support Case in PTC eSupport Help Discussions

Authentication Failed When Trying to Open a Support Case

Re: Authentication Failed When Trying to Open a Support Case