Success Path
Everything you need to share remote expert guidance

Create Primary Administrator Account

If you're the primary administrator for your organization, set up your Vuforia Chalk administrator account. Also, set up the account you’ll need to get help from PTC.

Accept Chalk invitation

Before you can begin using Chalk at your organization, the person who will be your primary administrator needs to create a primary administrator account. Select a primary administrator when you finalize your purchase contract with PTC.

The primary administrator is responsible for:

  • Inviting new users to Chalk
  • Assigning other administrator and host privileges
  • Serving as the main point of contact for Chalk at the organization
  • Consulting your organization’s IT team to select the appropriate encryption type (end-to-end or standard encryption) to meet your security needs

If you’re the primary administrator, you’ll receive an email from "" inviting you to activate your account. To set up your account, you'll also need your organization’s order fulfillment letter, which includes your Service Contract Number.

Follow the steps in the email to create your primary administrator account: enter your company email and choose a password to log in to Chalk. Once active, you’ll get access to the Admin Center where you'll invite and manage business admins and basic users.

Haven't received your account activation email?

If you do not receive an email inviting you to activate your account, check your spam or junk folder first.

Still haven't received it? Open a case with PTC Technical Support. You'll create your PTC Technical Support account in the next step, if you have not done so already.

Activation link not working?

The link within your email invitation to activate your account expires after 7 days. If you do not activate your account in that time, open a case with PTC Technical Support. You'll create your PTC Technical Support account in the next step, if you have not done so already.

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Choose encryption type

Depending on your organization’s security requirements, you may need to change the encryption type on your account. You can see and adjust your encryption type in the Chalk Admin Center under “My Account.”

There are two types of encryption:

1. End-to-end Encryption (E2EE):

  • If PTC provisioned your organization’s account prior to March 30, 2021, then your account uses End-to-end Encryption by default. You were provisioned when PTC granted your organization access to its Chalk account.
  • Offers the highest level of security.
  • Disables Multi-Expert Sessions—users cannot include more than 2 participants in a Chalk session.

2. Standard Encryption:

  • If PTC provisioned your organization’s account after March 30, 2021, then your account uses Standard Encryption by default. You were provisioned when PTC granted your organization access to its Chalk account.
  • Offers the best balance of features, user-friendliness, and security.
  • Enables Multi-Expert Sessions—allowing some users to include up to 5 participants in a Chalk session. Remember, a user needs a premium license and needs to use Connect Codes to include multiple experts in a session.

Allow users to choose

You may have the option to "Allow Host to Choose” their own encryption type.

  • This encryption type forces users to choose which encryption type they want every time they initiate a session.
  • Carefully consider whether this option is right for your users: in most situations, someone using Chalk to request assistance won’t know whether end-to-end or standard encryption is appropriate for their situation.
  • With this option, the user must choose their encryption type before they can start a Chalk session. If your organization needs this encryption type, you must educate your users about which situations and circumstances require end-to-end encryption before you enable it.

Encryption settings take effect immediately. The primary administrator can change your organization’s encryption type anytime. If you’re not sure which option is best, contact your organization’s IT or security team.

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Create your support account

PTC offers two ways to get help.

PTC Technical Support

Vuforia Chalk administrators who have a PTC customer account may open a case with PTC Technical Support through the eSupport website. To create your PTC customer account, you'll need your PTC Customer Number or your PTC Service Contract Number. After you open a case, a member of the technical support team will assist you.

The PTC Community

If you do not have or do not know your Service Contract Number, the PTC Community is your best resource for support. Browse information about Chalk, follow others’ topics, or post a new topic. A knowledgeable community member will respond and help.

Anyone can read the Community topics. But if you’d like to post a topic or respond to others, you must create a PTC basic account. Select the "Basic" tab on the "Create New PTC eSupport Account" page. This account is separate from your Vuforia Chalk account.

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Technical Support

Open a case with PTC Technical Support using your Service Contract Number. Don’t have it? Ask the Community.

Product Documentation

Find step-by-step instructions and information about using Vuforia Chalk in the Help Center.

PTC Community

Visit the PTC Community to get product assistance, share ideas, and browse information about using Vuforia Chalk.

Contact Us

Have a question? Submit your contact information and we’ll reach out within 1 business day. You’re never obligated to purchase or commit.