KB: Accessing Altium Post-Sale Support Services

Created: October 21, 2025 | Updated: October 21, 2025

Altium Designer

This article outlines the process for accessing Altium’s post-sale technical support. It emphasizes the importance of having an active and properly linked AltiumLive account to ensure access to subscription benefits, license entitlements, and support channels. Users are guided through account setup, linking to their company profile, logging support tickets, managing ticket priority, and utilizing available technical resources. Proper account configuration is essential for uninterrupted support and service.

Solution Details

Proper configuration of AltiumLive accounts is critical to ensure uninterrupted access to support services and subscription benefits. Users may encounter restricted access if their accounts are inactive or not correctly linked to their company profile. Accounts that are not associated with a company are classified as self-registered and do not inherit the organization’s license entitlements or support privileges, resulting in limited functionality

Resolution Overview

• Create and activate an AltiumLive account
• Ensure your account is linked to your company’s AltiumLive space
• Use the Support Center to log and manage support tickets
• Follow up on tickets via email or the Support Center
• Change ticket priority for critical issues
• Access technical support resources

How to Do it

Get an Active Altiumlive Account

Sign up for the AltiumLive Account
1. Register at https://auth.altium.com/signin
2. Check your inbox (and spam folder) for the activation email.
Link Your Account to the Company Profile
- If your company Account admin has already configured the company email domain then you can request to join your company account through your Altiumlive Account Profile page join organization section.
- Ask your company’s AltiumLive Account admin to accept your joining request via the Dashboard.

Resolve Self-Registered Account Issues

If you do not see your company name in your profile, or if your name appears as the company name, it indicates that your account is self-registered and not linked to your organization. Such accounts are treated as self-registered. You may:
- Join the company account
- Ask your admin to log a support ticket to migrate your account
Refer to this article for more detailed steps to resolve this issue: KB: Cannot add user in Dashboard due to "user with this email is already registered in other organization"

Access Support Center

Visit: https://www.altium.com/support
Use our AI Altium support Agent for your queries and ticket logging.

Log a Support Ticket

Click the Support Cases button on the Support Center page.
Or go directly to: https://supportcenter.live.altium.com/#MyCases

Follow Up or Add Comments

Reply to the support email with subject “casecomments” (do not modify the subject).
Or go to My Cases » open the ticket » add a comment.

Change Ticket Priority

Tickets are processed based on subscription plan, impact level, and submission order.
You may change priority for critical issues such as:
- Tool or license access failure
- Workspace access issues
- Project release blockage
- Multiple users affected

Additional Notes

If you do not know your group admin, contact your Altium Account Manager.
Use priority changes responsibly to ensure fair ticket processing.