Support
The full documentation, answers to the questions we get most, and a way to reach us when neither covers it.
Documentation
The User Guide teaches ixScale step by step: how it works, the window, the basic actions, tutorials from a plate with a hole to topology optimization, what to do when something is wrong, and every card. Its tutorials and card reference are checked against the application itself. The same guide is in the app under Help ▸ User Guide. The documentation covers installing, the lattice density and homogenization lookups, setting up an AI agent to drive ixScale, and scripting.
General questions
A few things answer themselves faster than we can:
- The app says my license lease has expired
- Sign in again from the app (File ▸ Sign In). A lease lasts seven days and renews itself while the app is used; signing in issues a fresh one.
- I can't sign in to my account
- Use forgot password. Sign-in codes are emailed and expire after a few minutes — check spam if one doesn't arrive.
- A card shows no geometry
- Most often a size that is still zero. Mesh, Remesh and 3D Mesh cards are created unset and compute nothing until you give them a voxel or element size; an Offset card does nothing until its Direction is chosen.
- My education license needs verifying
- Submit evidence from your account dashboard — an unofficial transcript, student or employee ID, or an enrollment letter.
- What do I need to run ixScale?
- macOS 15 or later on Apple Silicon, or 64-bit Windows 10 or later; a GPU supporting OpenGL 4.1 or later; and an internet connection to sign in, after which the app runs offline between license checks. Lattice and topology work is memory-hungry — 16 GB of RAM is a sensible floor.
- Where are my license, devices and downloads?
- All in your account dashboard. What we collect and why is set out in the Privacy Policy; the Terms of Use cover the website and your account, and the EULA covers the desktop application.
Contact
Contact us by email at support@ixscale.com, or submit your question below. We aim to reply within one business day — include your account email and, for a modeling problem, the card types involved, and it saves a round trip.