Support
Find the answer, or talk to us
Seven areas, in the order things usually come up. Licence and evaluation questions come to us directly; the community Discord is for discussion, not for commercial support.
Support areas
Installation
Installing on a workstation, supported Revit versions, and what to do when the Proactive ribbon tab does not appear.
Evaluation & Activation
Evaluation start, status, expiry, extensions, and future paid conversion. The evaluation page and Licensing FAQ carry the duration and entitlement detail.
Licence & Seats
How seats are counted, what one seat covers, who can hold the licence code, and signed evaluation extensions once support can issue them.
Replacing a Computer
Releasing a seat from a machine that has been replaced, rebuilt, lost or is no longer accessible.
Offline Licence Verification
Periodic validation, the 7-day grace period, and what happens on a workstation with no route to the internet.
Renewal
Renewing for another year, what changes on your workstations, and adjusting the seat allowance. Renewal opens when commercial licensing launches.
Product Help
Rules, worksets, configuration, and understanding why a check behaved the way it did on a model.
Contact Support
For anything that touches your evaluation, your licence or your seats, write to us and we will answer it directly. Include the practice name and, where it helps, the computer name shown in Manage Licence.
Response time
Licence and evaluation enquiries are answered within one working day. Activation problems that stop work are treated as urgent. Support cannot take payment or issue paid licences until commercial licensing launches, and cannot issue evaluation extensions until that process is available.