CARL Software : User Club and Support Center
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Connection assistance

Are you having problems connecting to our Support site?

  • If your identifiers are not recognised, please make sure you are using uppercase/lowercase correctly when entering your identifier and password. Uppercase and lowercase make a difference for these two fields.

  • Also make sure that the CAPS LOCK key (for typing everything in uppercase) is not on when entering these items.

  • Also, if you have used cut-and-paste to enter your password, make sure you have not copied an extra space at the end of your password.

  • If it still does not work, you are probably using an incorrect password: have you changed it since the creation of your account? If in doubt, you may ask to be given a new password. You will have to fill in your e-mail address (be careful with uppercase and lowercase!). After clicking on OK, a new password will be sent to your e-mail address.

  • It is also possible that an administrator from your company has disabled your account: please contact the administrator to verify.

  • Lastly, it is possible that the e-mail address that you gave when creating your account has become invalid: in this case your account will be disabled automatically. To re-enable it, you must contact CARL Software and give us a new valid address. To do that, please fill in the following form and indicate the situation.

If, after checking all these items, the problem persists, please contact us indicating the precise problem you are experiencing (any error message, a detailed description of the problem).

If you are a client but do not know your connection information, please fill in this form: we will get back to you.