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Support Help

Get complimentary support or contact Support for technical issues

Thank You for Choosing Flexera Software

If you are a current maintenance plan customer, you can submit a support incident via our web portal. This site is available 24x7, and allows you to check incident status, attach files, and send messages to our support engineers. If you own a Silver or Gold maintenance plan, you can also contact our support team via phone.

If you have not yet purchased a maintenance plan, you can purchase one online or via phone as listed above. Our complimentary support options include:

Please note that response times via email are typically longer than the phone or web portal channels. If you own a maintenance plan please use our web-based portal or telephone number as mentioned above for faster service.

If you do not currently own a maintenance plan and need assistance with a non-product support related question, please send an email to our support team using the form below. For faster service please fill in as much information as possible. We look forward to providing assistance.

Support Topics

Unable to Open New Incidents via the Web Portal Product Installation/Uninstallation Assistance
Unable to Log into the Web Portal Product Upgrade or Pricing Information
Need to Update A Maintenance Plan Contact Maintenance Fulfillment / Upgrade Assistance
InstallShield / AdminStudio Activation Assistance Product Registration Assistance
Product Download Assistance FlexNet Connect Login Assistance
Assistance With Third Party Products That Use Flexera Software Installshield / InstallAnywhere Concurrent License Setup Assistance
Want To Disable the Update/Software Manager Still Need Help? Fill out the Contact Support form.
Flexera Software Technical Product Support  


Unable to Open New Incidents via the Web Portal

If you are a current maintenance plan customer, you can submit a support incident via our web portal at http://support.flexerasoftware.com. This site is available 24x7, and allows you to check incident status, attach files, and send messages to our support engineers. If you do not have an active maintenance plan you can purchase one by contacting your sales representative.

Based on your entitlements, your maintenance plan has either expired or you are not registered as the technical contact. Per maintenance plan entitlement, only two persons (one person for Installation and Packaging products) can be assigned as the maintenance contact. If you feel this is an error, please contact the appropriate Flexera Support Center.

For Volume / Concurrent Maintenance plan entitlements, please contact your sales representative for additional assistance.

For more information about Maintenance Plans, please see the following:

Unable to Log into the Web Portal

In order to log into our web portal you must be a technical or backup contact on an active Flexera Software support maintenance plan. Upon being added to an active maintenance plan, a login will automatically be sent to your registered email address. Please allow up to 24 hours to receive login information.

If you do not have an active maintenance plan you can purchase one from our store. If you have recently been added to a Flexera Software maintenance plan but have not yet received your login, and it has been over 24 hours please submit a login request.

If you are a current maintenance plan customer, you can submit a support incident via our web portal at http://support.flexerasoftware.com/. This site is available 24x7, and allows you to check incident status, attach files, and send messages to our support engineers.

If you forgot or lost your password you can retrieve your password online.

Need to Update A Maintenance Plan Contact

Please contact your sales representative for assistance.

InstallShield / AdminStudio Activation Assistance

For questions regarding activating your InstallShield product, please visit our Activation Center. If you still have a question or need to activate a product offline please submit a request.

For InstallShield / AdminStudio
Q200746: ERRDOC: Error 20661
Q111672: INFO: Activation and Deactivation Information for InstallShield and AdminStudio
Q113029: INFO: Troubleshooting InstallShield 2008 and InstallShield 2009 Activation Issues
Q200867: INFO: Troubleshooting InstallShield 2010 and Later Activation Issues
Q200878: Activation of InstallShield 2010 and Later

For InstallAnywhere (versions 8.0 - 2010):
Q000172: INFO: How to Register InstallAnywhere (Versions 8.0 - 2010)

For InstallAnywhere 2011 and Later:
Q200823: Licensing Overview for InstallAnywhere 2011 and Later

Activation Troubleshooting:
General Troubleshooting Steps

Product Download Assistance

If you need a download link or could not download a product please contact support with the product name, a serial number, and a brief description of the issue.

Assistance With Third Party Products That Use Flexera Software

Due to the complexity of our software we need to work directly with the businesses and individuals who actually purchased our software. Flexera Software Technical Support provides assistance for issues directly related to our products. Support is not provided for third-party products since the cause of the issue is connected to a third-party product and, therefore, falls outside the scope of our technical support. If you are unable to find a resolution to your issue, please contact your software vendor for immediate assistance. The software vendor will have more information on the specifics.

For FlexNet Publisher End Users
Please contact your software publisher directly for product support and dongle support.

For Installation End Users
We created a website which is dedicated to serving the needs of people just like you, our customers' customer - InstallShield Consumer Central. Please visit this site at http://consumer.installshield.com. InstallShield Consumer Central is a resource for software users to find solutions to common installation problems. Flexera Software, as a company, does not build consumer's installations, but does provide this resource as a courtesy. If you are a consumer having trouble installing or uninstalling software on your home computer, please visit Consumer Central.

Want To Disable the Update/Software Manager

Software updates are an essential part of software use. By regularly updating the software you use, you stay current with the most recent software version, bug fixes, feature enhancements, and critical information you need to run your software efficiently and safely.

Software vendors purchase the FlexNet Connect (formerly known as Update Service, ISUSPM.exe) from Flexera Software, as a tool to deliver updates to you.

If you are using an application that uses FlexNet Connect, your application may have a configuration option to disable update checking. Please check your application's menu options.

If your application does not have this option, Flexera Software has created a tool called the Software Manager that can disable automatic update checking.

For additional information on downloading the uninstaller, please see Q111006: How Do I Install or Uninstall The Software Manager?

Flexera Software Technical Product Support

If you have a technical question regarding the use of a Flexera Software product please contact us via our online portal. You must have an active maintenance support contract in order to receive technical support.

Please note that we do not support products that have reached end-of-life.

For more information, view the maintenance plans we offer or contact your sales representative.

Product Installation/Uninstallation Assistance

If you are having trouble installing or uninstalling a Flexera Software product that you purchased or are evaluating please contact support.

Product Upgrade or Pricing Information

If you need product upgrade or pricing information please contact your sales representative.

Maintenance Fulfillment / Upgrade Assistance

If you would like to purchase a maintenance plan please contact your sales representative for further assistance. You can learn more about maintenance plans here.

Please also see Q206604: Public FAQ: Upgrading a Flexera Software Product To the Latest Version (Maintenance Fulfillment)

Product Registration Assistance

You can now register your product online for faster service. If you are not able to register a product online please contact support.

For products, product serial numbers can be found on the DVD case, the order confirmation email when the product was purchased, or in the About dialog box of your installed product. For maintenance plans, the serial number can be found on the service card you received from your reseller or in your order confirmation email.

Please make sure to follow these guidelines to ensure a successful registration of your product serial number:

  • Product serial numbers are 20-characters long
  • All characters should be capitalized
  • Do not start with the letters ISMTK
  • Formatted as follows (7-3-10): XXXXXXX-XXX-XXXXXXXXXX
  • No letter “O’s” are contained in the serial number, it’s the number zero “0”.
  • Make sure to include the dashes/hyphens (-) when entering
  • There are no extra spaces either before or after the serial number

If registering a support (maintenance plan), please follow these guidelines:

  • Maintenance Plan serial numbers are 20-characters long
  • All characters should be capitalized
  • Starts with the letters ISMTK
  • Formatted as follows (7-3-10): ISMTKXX-XXX-XXXXXXXXXX
  • No letter “O’s” are contained in the serial number, it’s the number zero “0”.
  • Make sure to include the dashes/hyphens (-) when entering
  • There are no extra spaces either before or after the serial number

If you are re-installing or re-activating a Flexera Software product, do not enter your product serial number. Instead, close this webpage and follow the initial activation dialog prompts when the product is launched. For more information about product activation, please view the following URLs:

Q111672: INFO: Activation and Deactivation Information for InstallShield and AdminStudio

For InstallAnywhere (versions 8.0 - 2010):
Q000172: INFO: How to Register InstallAnywhere (Versions 8.0 - 2010)

For InstallAnywhere 2011 and Later:
Q200823: Licensing Overview for InstallAnywhere 2011 and Later

Activation Troubleshooting:
General Troubleshooting Steps

FlexNet Connect Login Assistance

If you are having trouble logging into services.installshield.com please contact support for further assistance.

Installshield / InstallAnywhere Concurrent License Setup Assistance

If you are a current maintenance plan customer, you can submit a support incident via our web portal at http://support.flexerasoftware.com. This site is available 24x7, and allows you to check incident status, attach files, and send messages to our support engineers.

However, there are also KB articles online pertaining to this subject as well as a Help article that may be helpful:

  1. Concurrent Licensing Instructions
  2. Q209022: INFO: Using An Upgrade Concurrent License
  3. Q212924: INFO: Required Fields For A Concurrent Triad License Generated Through The Product And Licensing Center
  4. Helpnet: Specifying the License Server for Concurrent Licenses

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