Typically shortly after the release of a new MAJOR version of SOLIDWORKS (fall time frame), we get calls from umpteen frustrated customers wondering why they are NOW locked out of their SOLIDWORKS Customer Portal account, when the week prior they had access to it. AND, it’s reporting their SOLIDWORKS Subscription Service has expired as the reason for the LOCKOUT. Their subscription is paid up and active…so what’s going on?!
Sound familiar? If you’ve been a SOLIDWORKS customer and a user of their Customer Portal account for more than a year or two, I bet it does.
Well, I’m happy to report that 99% of the time, this problem has a very easy fix! And you’re able to take care of it yourself in a matter of a minute or two.
How to unlock your account
You need to log into the Customer Portal and re-register at least one of your SOLIDWORKS licenses using the Register my Products link. It’s the only UNLOCKED link under the My Support section as shown in the screenshot below:
Then enter your SOLIDWORKS serial number:
And here’s the IMPORTANT, ABSOLUTE CRUCIAL piece of this puzzle. You MUST select the NEWEST VERSION from the list.
At the time of writing this article, it’s SOLIDWORKS 2018. Even if you’re using SOLIDWORKS 2016 or SOLIDWORKS 2017, or older, PICK THE NEWEST!
The reason for this, your subscription status is only associated to the newest version in their database, so when the new version is populated and your account is still registered to a prior year version, it then sees your license, and therefore account, as being without subscription and you end up locked out…temporarily.
Upon clicking Next, your account should return to unlocked status as your subscription should now be reporting current and active.