How to make a subscription renewal directly with 3Shape - FAQ

Introduction

If you are experiencing any issues with your TRIOS subscription renewal, it may be related to your subscription and service relation being moved to 3Shape instead of your reseller. If you are located in the following countries: USA, Canada, Germany, France, Italy, Spain, or Great Britain - this is likely the case.
If you are not in any of those countries, you should contact your reseller for any subscription-related issues.

What is the challenge?

1. I want to know why my subscription and service relation is moving to 3Shape?
   1. 3Shape has agreed with several resellers in the USA, Canada, Germany, France, Italy, Spain, and Great Britain that we will take over the relation.  It means that your subscriptions are now handled by 3Shape directly. The 3Shape subscriptions management site ensures you are in control and renewals can be processed automatically.
2. If you are in doubt whether this applies to you, you can contact your reseller or 3Shape.
   We also advise you to check your e-mail address to find the latest communication from 3Shape regarding subscription management.
3. My software expired and I can’t use my scanner – what should I do?
   1. If your reseller has informed you to contact 3Shape for subscription-related queries, please call us, and we will help you get it up and running again. Please have the following information ready when you call: your dongle number. If you need help with finding your dongle number, please follow this short instruction: How to find a dongle number
   2. If you are in doubt about whether you should contact 3Shape or your reseller, you are always welcome to contact 3Shape. Please call or submit a case to our support team through our Help Center  
   3. Remember, it is always a good idea to make sure your software is up to date, and you must complete the TRIOS Care activation flow in Unite if you are prompted to do so:
      3Shape Unite Upgrade 
      How to activate TRIOS Care
4. My software is soon to expire, what should I do?
   1. Check your inbox for the e-mail address you signed up to 3Shape account to find the latest communication from 3Shape regarding subscription management.
   2. Update your software 3Shape Unite Upgrade
   3. Complete TRIOS Care activation flow on Unite: How to activate TRIOS Care 
   4. Go to the 3Shape subscriptions management site and fill in your payment information. If you need any help, please follow the instructions here How to add and change the payment information on 3Shape subscriptions management site or contact 3Shape Support through our Help Center
5. I have tried completing the information on the 3Shape subscriptions management site, but I can’t get access/don’t know what to do.
   1. To access the 3Shape subscriptions management site, please use your 3Shape account: What is a 3Shape Account and where can you use it 
   2. If you follow the instructions in the article above and still can’t make it work, please contact our Support Team: 3Shape Help Center
6. I don’t know which subscriptions I have with 3Shape, where can I see it?
   1. You can find your subscription information on the 3Shape subscriptions management site: In the My Products section, you will see TRIOS scanners and the dongle ID’s that you currently have.
   2. If any information is missing or incorrect, please report it to our Support team through the Help Center.
   3. Please Make sure to update your software 3Shape Unite Upgrade and complete the TRIOS Care activation flow in Unite.
7. I have questions about my invoice.
   1. I did not receive one: you will receive the invoice the same day we charge your preferred payment method.
   2. If the information on the invoice is wrong, please update your profile on the 3Shape subscriptions management site with the correct data and we will ensure that your next invoice is correct. If you have any issues with your current invoice, contact our Customer Support through the Help Center to get it re-issued.
8. I can’t remember my login for the 3Shape subscriptions management site.
   1. You can log in to 3Shape subscriptions management site with your 3Shape Account credentials
   2. If you don’t have 3Shape Account yet, this is how you can create it: How to create a 3Shape Account
9. My expiration date changed unexpectedly, what happened, and should I do anything?
   1. For the transition period of renewing directly with 3Shape, we might apply temporary license extensions to give our customers time to update their payment information on the 3Shape subscriptions management site. It will be reversed back to your normal renewal date once we complete the first payment directly with you.
   2. Remember, it is always a good idea to make sure your software is up to date, and you must complete the TRIOS Care activation flow in Unite if you are prompted to do so:
      3Shape Unite Upgrade
      How to activate TRIOS Care

Contact 3Shape Support if you have further questions.

For full information on correct usage please consult the official Safety and Setup Guide and the most current Manual.