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Frequently Asked Questions

To assist you as effectively as possible, we have listed questions from customers here together with the answers. And, if you don't find the answer there, please contact a member of our service team.

Cadac Store

Why choose Cadac?

We are the only platinum reseller of Autodesk in Benelux, so you enjoy a host of benefits when you buy through us. We provide exceptional support in Dutch: this service is not even offered by Autodesk. All at extremely competitive prices.

We deliver a maximum of transparency and provide clarity for your software and license administration. If you are looking for software extensions to seamlessly run with your favourite Autodesk products, then the Cadac Store at Cadac is your place to go. We are the market leader in our branch and have been for years for a reason.

What is Cadac, and how can Cadac help my business?

Cadac has been helping its customers to create, manage and share their digital information for more than 30 years, enabling them to design and implement their projects more efficiently. To find out more about what Cadac can do for your business, go to www.cadac.com.

Is buying through Cadac Store safe?

Yes! Cadac Store fulfils all requirements for safe and secure use. You can make payments using a secure connection in the web shop. We use a reputable payment provider for this purpose.  

How does Cadac handle data protection?

We take great care in the handling and processing of personal data. For further information, please see our privacy statement.

I have got a fault, what should I do?

Despite the fact that we do our utmost to ensure you get the best service, there is always the chance of a fault occurring. Nonetheless, the Cadac Store service staff will be happy to give you information and advice about the fault you are experiencing. Go to the ‘Service & Contact’ page. 

The website isn't working properly. What is the reason for this?

This website has been optimised for all modern browsers. If you are using an older browser, you may have problems logging in to and using the web shop. We recommend that you use a modern browser. 

Where can I subscribe to the newsletter?

You can subscribe to our newsletter here.

Downloads and installation

What are the system requirements for the software?

This will differ depending on the product. The specifications for the software you have chosen will state the system requirements your PC must fulfil. 

How do I download the software?

Once you have completed the ordering process, you will receive an e-mail within +/- 3 working days with a link you can use to access and download the file. Remember where you saved the file on your system as you will need this during the installation. 

Where and how do I install the software?

Once you have downloaded the software, go to the file on your computer. Click on the icon and then on install. Follow the steps in the interface. If this doesn't work, Cadac Store is able to provide installation support, for further information click here.

What happens if the download or installation was interrupted?

This will not affect the process in any way. Just try again. If the problem doesn't resolve itself, contact a member of our service team.

I need to re-install my Autodesk product, can I use the same serial number?

Yes, you can use the same code when installing your product. Note that you can only have one working version for which this serial number is being used on the same computer.

I can't see my software in the list in ‘My Cadac Store’, what should I do?

Two Autodesk IDs may be in existence for your account. Contact a member of our service team who will be able to trace the problem and resolve it.

Can't find the answer to your question?
Please contact a member of our service team who will be happy to assist you.

The software / licences

What is an Autodesk subscription?

An Autodesk Subscription is an Autodesk software subscription that you can purchase flexibly for 3, 12, 24 or 36 months. The length of the subscription may differ depending on the software. The 3month subscription is perfect if you are using the Autodesk software for a particular project.

Subscription customers get benefits, such as access to the latest software releases and product enhancements, Basic Support and, in some cases, access to cloud services. 

You can extend a subscription or take out a new subscription via Cadac Store. Subscriptions are new if the same subscription is not about to expire within the next 90 days and has not expired within the last 30 days. You always have the option of taking out a new subscription to extend a current/expiring subscription with the same name and term.

Is it possible to have the software delivered physically?

You can find a step-by-step guide here.

I have a question about a product that does not meet the product description.

Please contact us about this issue. Go to the ‘Service & Contact’ page for information on how to contact us. 

Is it possible to buy older versions of products?

Your licence permits you to use the latest version, and allows you to install older versions (up to three generations ago). 

How long does the licence run for?

This is entirely up to you. When you order your product/licence you choose the length of the subscription yourself. You can choose to automatically renew your licence for the same period at the end of this time. This means that if you buy a licence for 3 years, your licence will automatically be extended for the same period at the end of the 3 years. 

What is the difference between single-user and multi-user?

The single-user option is intended for individual users. This option is cheaper and the software can be installed (and used) on one computer. The multi-user option is intended for teams and businesses that want to install the software on a network so that several users can use it at the same time.

This makes the multi-user option perfect for flexi-working and large organisations. When you buy the multi-user package, you purchase a specific number of seats that can be used by the company as a whole. If you buy 2 seats, then 2 people within your business can use the software at any one time.

Cloud subscription

Some products are only available as a cloud solution, and the products are available within a cloud environment (online). This means you work entirely on the internet and the software does not take up any space on your PC, laptop or workstation, so you can use these services wherever and whenever you want.

Do I have to be connected to the internet to use my desktop software subscription?

For most desktop products (single-user) with a subscription, you do not have to be online to be able to use your software. The software runs on your computer, not on the web. However, you do need to connect to the internet every 30 days so that we can keep your software up-to-date and can check that your subscription is still valid. You also have to have an internet connection to be able to install and activate the software.

Alongside this, we also offer certain products that are exclusively available as a cloud service. Clearly for products that run in the cloud, an internet connection is always needed.

Who can use my licence?

If you have a single-user licence, this can only be installed on one computer. If you purchase a multi-user licence, it can be installed on a network and used by several people. If you buy 2 seats, then 2 people within your business can use the software at the same time.

How do I know if I need to install the 32-bit or 64-bit version?

Search for ‘system information’ on your computer (you can do this using the search function or via the Control Panel) and then click on ‘System’. If you are using a 64-bit version of Windows, ‘x64-based processor’ will appear in the System type field under System. If you are using a 32-bit version of Windows, ‘x86-based PC’ will appear in the System type field under System.

I still have an old version on my computer, what should I do?

If you are purchasing a new product or a new licence in order to install a newer version of a product, it's best to order the new product first. As the new software will not be available to you straightaway, it's best to wait until you have downloaded the new version (around 3 working days) before removing the old software.

Only remove the old software when the new software starts installing. When you purchase a licence, you are always entitled to the latest versions, so you no longer need to worry about outdated software.

The software I am looking for isn't there, how can I order it?

If you want to order an Autodesk or Cadac product and it does not appear in the Cadac Store, contact a member of our sales team via this page.

My serial number is not working, what should I do?

Try to do the installation again and make sure you haven't left the CAPS LOCK on. If the problem persists, contact a member of our service team

Will I automatically get notification when my licence expires?

You will receive automatic notification by e-mail to extend your licence(s). When you receive this depends on the length of your subscription. You can click on a link in this e-mail to then extend your subscription via Cadac Store. It's easier and cheaper to extend your licence automatically. 

What is Transfer Of Licence (TOL) and how does it work?

A transfer of licence allows you to transfer a licence from one company to another, for example to an affiliated company or a subsidiary.  To use this service, please contact us.  

Administration

Application of VAT

VAT is payable by companies within the Netherlands. All prices in the Cadac Store are exclusive of VAT. The VAT will be shown in the shopping basket for companies within the Netherlands.

How are my purchases invoiced?

There are several payment options to choose from at the end of the ordering process. Your payment covers the whole licence period. So, if you are buying a licence for one month, you pay for one month. If you opt for a 3-year licence, you pay the full amount for 3 years upfront. You will receive your invoice with the order confirmation.

If you have any other questions,
please get in touch, we will be happy to help!

Ordering

What is the delivery period?

Once your order has been received via Cadac Store, you will receive your licence codes from Autodesk via e-mail within 3 working days.

It is 5 working days since I placed my order and it still hasn't arrived, what should I do?

Get in touch with us. Go to the ‘Service & Contact’ page for contact information.

What are the terms and conditions of delivery?

You can find these in our 'General Terms and Conditions'. 

My payment was interrupted/has failed, what should I do?

Please get in touch with us straightaway. You can find our contact details on the ‘Service & Contact’ page.

What payment methods are available?

You can pay in the Cadac Store by iDeal, Bancontact, bank transfer in advance, on account, and by direct debit or credit card. If you choose one of these payment methods, your order will go through a secure payment server. So, you can enter your details and transact your order in complete safety.

How can I be sure my payment was successful?

Once the payment process is complete, you are returned to Cadac Store and a page will appear to notify you whether the payment was successful. You will also receive an e-mail with confirmation of your order and payment by mail

Is there a charge for using these payment methods?

Yes, a 2% charge is added for credit card payments only. 

I have not had a confirmation of receipt, order confirmation or delivery notice by e-mail, what should I do?

If this is the case, please get in touch with us. You can find our contact details on the ‘Service & Contact’ page. We will then be able to deal with this straightaway.

Can I change my order?

Since Cadac Store is based on an automated process that enables us to offer customers the best prices, it is not possible to change your order via Cadac Store. Please contact us if you want to change your order. 

Can I place an order by telephone?

Yes, you can order by telephone via +31 (0)88 9322 333. The sales team member will then put a shopping basket together for you, and you can complete the transaction through the Cadac Store.

How long will items stay in my shopping basket?

The items will stay in your shopping basket for 30 days, so you can continue shopping at a later time. In this case, you need to log in with the same account. 

Support

What level of support is included in the price?

This will depend on the product. For example, you always get “Cadac Advanced Support” when you buy Cadac software. This is stated in the specifications.

What should I do if I need to use the support service?

Can I get help with a problem at any time of the day?

We can be contacted on weekdays between 8.30 and 12.30 and between 13.00 and 17.00. Outside these hours, please send us a message via the ‘Service & Contact’ page.

Can I purchase a support package?

You can purchase Cadac Advanced Support or add it to your software subscription later on.

What is the fair use policy?

To assist you as effectively and efficiently as possible, we base our support desk service on a fair use policy. Put simply, this policy means that general use of our services (level of use and how long) is monitored. If we see any unusual or high levels of use, we will contact the customer to discuss the situation and to seek a solution. 

What are the benefits of a Cadac Store Account?

When you create an account with Cadac Store, you instantly enjoy a host of benefits. Not only do you receive a discount on our products, but you are able to see and manage your licences better.

How do I create a Cadac Store Account?

Creating an account is easy. Click here to create an account. Enter the requested details and your account will be set up. 

What are the benefits of an Autodesk Account?

An ‘Autodesk Account’ is your profile where all your Autodesk details can be viewed. This includes your contact information, security settings and all products to which you are entitled with serial numbers to enable you to use them. You only really need an Autodesk Account to be able to activate your cloud services.

How do I create an Autodesk Account?

The Autodesk account is required. If you already have an Autodesk account, do not create a new one. If you have forgotten your password, click on ‘Forgotten password’. If you haven't got an Autodesk account yet, you can create one at https://accounts.autodesk.com/register.

What should I do if I've forgotten my password?

Click on the “Forgotten password?” link on the login page. Enter your e-mail address here. You will then receive an e-mail with instructions and a link to reset your password. If this doesn't work, please contact a member of our service team.

I wasn't able to create an account, what should I do?

Please contact a member of our service team. They will guide you through the process and help you get started as quickly as possible.

Do I need to add my products to an existing contract, or should I create a new contract?

You can do either. If you want to synchronise the length of your subscriptions, it's a good idea to add your products to an existing contract. 

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