Getting Started with the PTC Store
Where should I start if I need help with a Store purchase?
Use the quick guide below to reach the right team:
Can’t access your account? use Web Account Case Logger
Product access, license, or technical issues: use My PTC Assistant
Payment, invoice, cancellation, or refund: contact Cleverbridge (see Payments and Refunds).
Renewal status, quantity, or product changes: contact your Subscription Manager or [email protected].
Always include your Cleverbridge reference number (in your order confirmation email) so we can route your request faster.
Who is Cleverbridge?
Cleverbridge is a global e-commerce and subscription management platform that acts as PTC’s Merchant of Record. They handle all payment processing, taxes, compliance, and customer transactions, ensuring a secure and seamless purchasing experience.
What’s the difference between PTC Support and Cleverbridge?
PTC Support handles anything related to your software, license, or PTC account. Cleverbridge handles anything related to your payment, invoice, subscription cancellation, or refund.
When contacting either team, always include your Cleverbridge reference number.
Payments and pricing
What payment methods are accepted in the PTC Store?
Most major payment methods are supported. The exact list depends on your region and appears at checkout after you authenticate. Options include credit and debit cards, ACH/bank transfer, PayPal and other digital wallets, and Pre-pay Purchase Order (subject to approval).
When am I charged if I renew early?
You are not charged until your renewal date, regardless of when you complete checkout. This means you can secure your renewal now without changing your billing timing.
Can I change my payment method after purchase?
Yes. Use the “Manage your subscription” link in your order confirmation email to update your payment method any time. If you have already received your 30-day renewal reminder email, use the “Change Payment” link in that email.
Accessing your software
I completed my purchase. When will I receive my license?
You’ll receive two emails:
A Cleverbridge order confirmation— within a few minutes of purchase, containing your order details and a link to manage your subscription.
A ‘Track Your PTC Order’ email from PTC— typically within the next hour (allow up to 1 business day), containing instructions to download and activate your software, plus your Customer Number and Sales Order Number (SON).
Please check your spam or junk folder if you don’t see either email.
Mathcad for Student: your Product Key and access instructions are in the Cleverbridge confirmation email — no separate email is sent.
FlexPLM QVC: access instructions come from QVC.
How do I access and download my license?
If you purchased from the PTC store, your PTC account is set up automatically once your order is processed. To access your software, log in to the License Management portal, where your recent orders appear at the top — from there you can select your license, install it on a host, and generate your license file.
You can also log in at eSupport and go to Manage Licenses.
The exact steps to download and configure your software differ by product — see the Mathcad and Creo guides below. LEARN Online: see “Accessing Learning Connector.” FlexPLM QVC: contact QVC directly.
If you are not the original purchaser, you will need to access the 'Track Your PTC Order' email and create a PTC account by following the instructions in that email.
If you need your ‘Track Your PTC Order’ email resent, request it via My PTC Assistant.
Where do I find Mathcad Prime installation & licensing help?
If you purchased Mathcad Prime and need step-by-step instructions for software download, license generation, installation, and activation, visit the Mathcad landing page or refer to the Mathcad Prime Installation & Licensing Guide.
Still need help?
Software, license, account or issues — My PTC Assistant (support.ptc.com → Get Assistance) or Case logger
Where do I find Creo installation & licensing help?
If you purchased Creo and need step-by-step instructions for download, license generation, installation, and activation, refer to the Creo Installation & Licensing Guide.
Still need help?
Software, license, account or issues — My PTC Assistant (support.ptc.com → Get Assistance) or Case logger
I haven’t received my Cleverbridge order confirmation email
Please check your spam or junk folder first. If it’s not there, contact Cleverbridge Customer Support at [email protected]. You can also use the Cleverbridge Purchase Lookup tool — enter the email address you used at checkout, and Cleverbridge will resend your order details.
I haven’t received my ‘Track Your PTC Order’ email from PTC
You should expect this email within 1 business day. Please check your spam or junk folder first. If it’s still missing, open a support request via My PTC Assistant and provide your Cleverbridge reference number in the description. If you can’t access My PTC Assistant, email [email protected].
FlexPLM QVC customers: contact QVC directly for software access instructions.
I followed all steps and still can’t access my license
Open a support request via My PTC Assistant (License Management – Move/Deinstall licenses ). Include your Cleverbridge reference number in the description — this routes directly to our Access Enablement team. You’ll receive an acknowledgment within 1 business day and a case number for reference. If you don’t hear back, email [email protected] and we’ll escalate on your behalf.
Prefer to call? Access Enablement (License Management):
- US +1-877-275-4782 opt 1
- Europe 00-800-78-24-43-57 (EN 1/FR 2/DE 3)
- Asia 800-810-0699 opt 6
- Japan 0120-20-9023 #2 then #1
- Brazil +1-857-256-9972
The Access Enablement and Technical Support teams support standard licensing (Creo, Mathcad non-student, Arbortext). Mathcad Student is supported by the academic team/Education Forum; LEARN and FlexPLM (QVC) through their own channels.
I logged in to License Management, but I don’t see any licenses in my recent orders
The most common cause is a mismatch between the contact on your order and your PTC account. Open a support request via My PTC Assistant and include your Cleverbridge reference number.
I’m getting an “access denied” error when downloading
Try logging out of PTC completely, then log back in and retry the download. If it still fails, open a support request via My PTC Assistant — include your Cleverbridge reference number for faster routing.
Renewals and subscription management
I renewed my subscription. How do I get my updated license?
When your renewal is processed on the first day of your renewal term, you'll receive a payment confirmation email from Cleverbridge. You will not receive a 'Track Your PTC Order' email with access instructions, and a new license file is not sent automatically — so to ensure uninterrupted access, sign in after your renewal date and download your updated license file: Log in to the License Management portal at my.ptc.com/licensing.
- Locate the Licensing Host(s) containing the renewed product
- Locate the Host and click the download button to left of Host Name
- If you don’t know the affected Licensing Hosts, you can find your products via the Recent Orders box.
- Click on the product description to find/navigate to your Licensing Host
- Apply the updated license file to your software.
The exact steps to configure your software and apply the license differ by product — refer to the installation and licensing guide for your product (Creo, Mathcad, or Arbortext).
Need help? Contact us via My PTC Assistant.
Do I need my Customer Number or SON to retrieve my license?
If you purchased through the PTC Store and are signing in with the same PTC account used to place the order, you do not need your Customer Number or Sales Order Number (SON).
Simply sign in to PTC Support to access your software downloads and licenses.
If a different user requires access, they will need to create a PTC account and associate it with the purchase using the Customer Number and Sales Order Number (SON) located in the ‘Track your PTC order’ e-mail. Once associated, the software and licenses will be available through PTC Support.
What’s the difference between Automatic and Manual renewal?
Automatic — you get a reminder 30 days before renewal, and your card is charged on the renewal date.
Manual — your subscription expires on the renewal date unless you complete a new checkout. This effectively cancels your original subscription unless you renew it prior to the expiration date.
How do I renew my subscription?
Subscription renewals happen automatically if you have auto-renewal status turned on and a valid credit card on file. If auto-renewal is off, or you've chosen another payment method, or your card is expired or invalid, you'll need to submit payment to complete your renewal — there is no grace period once your subscription expires.
You can confirm your renewal preferences at any time by clicking the “Manage your subscription” link in your order confirmation. If you need assistance, Cleverbridge support at [email protected] can help.
Mathcad for Student: your subscription auto-renews for one renewal period, and you’ll receive a new product code that requires reinstalling the software. To continue beyond that period, a new purchase is required.
How do I manage my subscription?
After completing your purchase, you’ll receive an email from Cleverbridge that includes a secure, personalized link to manage your subscription. This link is unique to you and may expire after a period of time — but you can always generate a new one.
If you can’t find your original email, use Cleverbridge’s Purchase Lookup tool. Enter the email address you used at checkout, and Cleverbridge will send you a new message containing your order details along with fresh links.
Once you access the portal, you can:
- Review upcoming renewal dates and manage your renewal status.
- See real-time pricing updates before confirming changes.
- Review and complete adjustments through a guided checkout flow.
Adding to an existing subscription? Extensions and add-ons may not require a new software download, but you'll need to configure the new components onto your existing Licensing Host, download a new license file, and import the new license file to your existing Licensing Host (locked or floating server). See your product-specific guide for details.
I want to cancel my subscription. How do I do that?
Click the “Manage your subscription” link in your order confirmation email and update the Automatic renewal status from Enabled to Disabled. If you have issues, contact Cleverbridge support at [email protected]. Once automatic renewal is disabled, you won’t be charged for future renewals and your subscription will expire at the end of the current term unless renewed manually.
What happens if I cancel my 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.
You can reactivate your subscription by enabling the Automatic Renewal toggle during your billing cycle. If your subscription has already expired and you did not renew it on time, you’ll need to buy a new subscription and complete the transaction through the system.
Kepware subscription customers must return the product activation — see Kepware Licensing for help.
Perpetual license support (Kepware only)
Do I need support or updates for my perpetual license?
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.
Can I upgrade my Kepware perpetual license to a subscription?
Yes, if you would like to upgrade from a perpetual license to a subscription model, please contact [email protected].
Why do I see “Subscription” language for a perpetual license?
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”.
License transfers
Can I transfer my license to another computer?
Depending on your product, yes — you can deactivate your license from the original machine and reactivate it on a different computer. The process varies by software, so please consult the specific PTC software documentation.
Need help? My PTC Assistant (support.ptc.com → Get Assistance).
Refunds
How do I request a refund?
Submit a request at www.cleverbridge.com/refund. You’ll need your email address and Cleverbridge reference number (in your order confirmation email).
Where to get help
Who do I contact for help with my PTC Store purchase?
Not sure who to contact? Use this quick guide:
Can’t access your account? — Web Account Case Logger
Software, license, account or technical issues — My PTC Assistant (support.ptc.com → Get Assistance) or Case logger
Payment, invoice, cancellation, or refund — Cleverbridge ([email protected] or cleverbridge.com/refund).
Renewal terms, quantity, product change, or order investigation — your Subscription Manager or [email protected].
Mathcad Student Edition support — PTC Education Forum (community.ptc.com) and the Mathcad Student Support FAQ. Standard PTC technical support is not available for student products.
Kepware, please go to Kepware Support.
LEARN Online, please go to the FAQ Training Support Documentation | PTC Learning Connector or contact PTC Support
Tip: Always include your Cleverbridge reference number when contacting us.
Still didn’t find your answer? Email [email protected].