PTC Store FAQ

Cleverbridge is a global e-commerce and subscription management platform that acts as PTC Merchant of Record. They handle all payment processing, taxes, compliance, and customer transactions, ensuring a secure and seamless purchasing experience.

Once your payment is processed, you will receive two emails:

• A confirmation email from Cleverbridge. This should arrive within a few minutes of completing your purchase and will have your order details as well as information on how to manage your subscription. Your instructions to access your software will be sent separately from PTC*.
• A Fulfillment Confirmation Letter from PTC. You should receive this within the next hour, but please allow up to up to 1 business day to receive this email. This will include instructions on how to download and activate your PTC software.

*If you are a Mathcad for Student customer, you will find all the details on how to access your software in your confirmation email from Cleverbridge. This email will include the Product Key and instructions will be delivered immediately.

If you are a FlexPLM QVC customer you will get your access instructions directly from QVC.

You can download your PTC software by following the instructions in your Fulfillment Letter email from PTC. You should receive this email within 1 business day of your purchase.

Mathcad for Student: All information you need to access your software should be included in your Cleverbridge confirmation email. If you need further support, please reference the Mathcad Student support FAQ.

If you are purchased LEARN Online, you can reference this FAQ Training Support Documentation | PTC Learning Connector for more details on accessing your subscription.

If you have not received your confirmation email from Cleverbridge, please check your spam or junk folder. If it is not there, you can contact Cleverbridge Customer Support for assistance: Cleverbridge Customer Support.

• You should expect to receive an email within 1 business day that includes instructions on how to access your PTC Software. If you haven’t received your fulfillment email within one business day, please reach out to the PTC via: My PTC Assistant and provide your Cleverbridge Reference Number in the description.
• Mathcad for Student: All information you need to access your software should be included in your Cleverbridge confirmation email. If you need further support, please reference the Mathcad Student support FAQ.
• If you are a FlexPLM QVC customer, you will need to reach out directly to QVC at [email protected] for software access instructions.

• Creo, Kepware, Mathcad Prime, and Arbortext: The process to obtain your license key will be provided in the email you receive from PTC. You should receive this email within 1 business day of your purchase. If you need this email to be resent you can request it via My PTC Assistant.
• Mathcad for Student: Your Product Key was provided in your Cleverbridge confirmation email.
• FlexPLM for QVC: You will need to reach out directly to QVC at [email protected] for software access instructions.
• LEARN Online: For instructions on how to access PTC Learning Connector please reference the instructions: Accessing Learning Connector

You can manage the renewal terms of your subscription, cancel your subscription, or update payment details, by using the “Manage your subscription” link in the email from Cleverbridge. In the Subscription Portal you can update your address, change your payment information, see your invoices, and switch off the Automatic Renewal option.

To cancel your subscription, click on the link “Manage your subscription” from your order confirmation email. You should update the Automatic renewal status from “Enabled” to “Disabled.” If you have issues, please contact Cleverbridge support at Cleverbridge Customer Support, and they will assist you with the cancellation process. Be sure to cancel before your next renewal date to avoid being charged.

If you cancel your subscription, you will continue to have access to the software until the end of your current billing cycle. After that, your access will be revoked, and you will have no further charges. If you have a Kepware subscription product, you will be required to return the product activation. If you need assistance with this please refer to Kepware Licensing.

• You can reactivate your subscription by enabling the Automatic Renewal toggle during your billing cycle. This will ensure your subscription renews automatically for the next subscription period.
• If your subscription has already expired and you did not renew it on time, then you will need to buy a new subscription.

Subscription renewals are automatic, unless you have changed your renewal settings. You can confirm your renewal preferences by clicking on the “Manage your subscription” link in your order confirmation. If you need assistance, Cleverbridge support at Cleverbridge Customer Support, can help ensure your subscription remains active.

If you are a Mathcad for Student customer that would like to continue your subscription after your first renewal period, you will be required to purchase another license.

We are working on a more robust Customer Portal to let you see all your subscriptions in one place, amend your subscription to add more quantities, and see products you bought through direct and indirect channels. For now, each subscription will be managed independently and accessible via the email provided by Cleverbridge.

A perpetual license grants you access to the software indefinitely, but support and updates require an active Support and Maintenance Agreement. If you need continued support or updates, you should make sure your Support and Maintenance agreement is renewed. You can manage this by accessing your renewal status by clicking on the “Manage your subscription” link in your order confirmation.

Yes, if you would like to upgrade from a perpetual license to a subscription model, please contact [email protected].

With your perpetual license you also subscribed to a 1-year Support and Maintenance Agreement, which is a recurring plan that renews annually. Although Cleverbridge is showing the “Subscription” language, you will renew the product labeled “Support and Maintenance”.

Depending on your product, please open a case:

• Creo, Kepware, Mathcad Prime, and Arbortext: Please go to PTC Support, or reference the Knowledge Base which has answers to most questions. You can also use the My PTC Assistant to get support across a range of PTC’s services.
• Mathcad for Student: Please reference the Mathcad Student support FAQ.
• Kepware, please go to Kepware Support.
• LEARN Online, please go to the FAQ Training Support Documentation | PTC Learning Connector or contact PTC Support

Depending on your product, the answer is yes, you can deactivate your license from the original machine and then reactivate it on a different computer. The process varies by software, so please consult the specific PTC software documentation.

You can find troubleshooting guides, FAQs, and installation guides on the PTC website or the support page for the specific product. Cleverbridge support is also available if you need help with account-related or payment issues.