I’m a university student in Sweden, and I’m having an issue with my 3DEXPERIENCE Student subscription.

I previously had a 1-year CATIA for Students subscription, which was scheduled to expire on September 13, 2026. On September 12, one day before it expired, I purchased the 3DEXPERIENCE Engineer for Students subscription as an upgrade. The payment was completed successfully, and I have the payment/order confirmation. But, I never received the “Get Started” email for the new subscription.

When my previous CATIA subscription expired on September 13, all the applications disappeared from my 3DEXPERIENCE Cloud platform. Since then, no apps from the new Engineer subscription have appeared and I still cannot access the platform.

It has now been 17 days since I paid for the new subscription, but I still have no access to the subscription I purchased.

I have already contacted several Dassault Systèmes support channels regarding this issue, but I have not received a response or a solution yet.

Could someone advise me on what I should do and help get this issue solved.

Also, since I have already lost 17 days of the subscription period because I have been unable to access or use the service, would it be possible to extend the subscription to compensate for the period during which I had no access?

I can provide my order number, payment confirmation, account information, and other details privately if needed.

Thank you!