Using the Technical Support Center

This article also applies to the following legacy products:
Pro | Architectural | Suite

QUESTION

I need to submit a support case or ticket to Chief Architect Technical Support. How can I do this?   

ANSWER

The Technical Support Center allows you to communicate securely and directly with a member of the Chief Architect Technical Support team and send or receive any plan, layout, or other file that may be needed in order to best help resolve your issue.

To access the Technical Support Center

1. Navigate to https://accounts.chiefarchitect.com/
   
   

   You can also get to this page by clicking the My Account link in the upper right corner of the Chief Architect or Home Designer webpages.

   
   
2. Sign in with the e-mail address and password you used to purchase the software.
   
   
   
   
   • If you do not remember your password, use the Forgot My Password link to have your password reset.
     
     
   • If you're using a Trial version, or have not yet purchased a Chief Architect product, click the Don't have an account yet? Create One link to create a Chief Architect Account.  
   
   
   
3. Once logged in, click on the Technical Support Center link.
   
   
   
   

To submit a new support case

1. Click the New Case button to start a new support case.
   
   
   
   
   
2. At the top, choose the Product that you need assistance with and enter the Product Key.
   
   
   Note: If you don't see your version listed here, your product may no longer be eligible for support. Please see the Support and Customer Service page if you'd like to purchase a paid support case or would like to look into your upgrade options.
   
   
3. In the Step 2 - Type a short Subject field, type a short, but descriptive summary of the problem you're encountering.
   
   
   
   
   
4. In the Step 3 - Type a detailed question box, type your question or a description of your issue in as much detail as possible.
   
   
   
   
   • Include the exact wording or any error or warning messages that you're receiving.
     
     
   • Provide detailed, step-by-step instructions on how to reproduce the error or incorrect functionality that the program is exhibiting.
     
     
   • If you suspect that the problem may be related to your system, be sure to include the version of Windows or Mac, the video card, and any other relevant information on the computer.
     
   
   
   
5. If you want to attach one or more files to your support case, click the Browse button below the text box.
   
   For instructions on attaching a file, see the To attach a file to a support case section below.
   
   
   
   
6. When you're finished, confirm that all fields are filled in and then click the Submit Case button at the bottom of the form.
   
   

To attach a file to a support case

1. If you want to attach a project, plan, or layout file to your case, use one of the Export options available in Chief Architect X17, Home Designer 2026, and newer, of which are discussed in KB-03212: Exporting Projects and Disconnected Files, or refer to KB-00987: Using the Backup Entire Plan/Layout Tool if you're using Chief Architect X16, Home Designer 2025, and prior.
   
   
   
2. Once the file or compressed (zipped) folder is ready to be attached to your case, click the Browse button near the bottom of the form.
   
   
   
   
   
3. In the Open dialog:
   
   
   • Navigate to the location of the file you wish to attach to your case.
     
     
   • Click on the name of the file to select it and click the Open button to attach it.
     
     
   • If the file being attached is large in size, you may see a progress bar appear. Once the file is successfully attached, it will appear below the Browse button and display the file size along with a Delete button. 
   
   
   
4. Confirm that all fields in your Technical Support Center case are filled in and click the Submit Case button at the bottom of the form.