Probability score: 0.6  

Question improvement suggestion: Provide specific details about the error messages or issues encountered when trying to access support, as well as the exact steps taken to reach the 'Get Support' button.  

In the meantime, based on the information you have provided, here is a suggested answer to your question:  

Hello,  

It seems you're experiencing difficulties accessing support for Trados Studio through the RWS website. Here are some steps you can take to try and resolve this issue:  

**Step 1:** Go to the RWS Support Gateway at [https://gateway.sdl.com](https://gateway.sdl.com).  

**Step 2:** Select "Login/Register" at the top-right of the page and log in with your email address and password.  

**Step 3:** If you have multiple support accounts, choose the relevant account from the dropdown list.  

**Step 4:** Click on the "Log a Case" button.  

**Step 5:** Fill in the support ticket form with as much detail as possible about your issue, including any error messages you received.  

**Step 6:** Click the "Submit Case" button at the bottom of the form.  

If you continue to face issues with the 'Get Support' button or if the support team is not able to assist you, consider reaching out to your company's RWS Support Account Administrator for further assistance. They may be able to provide additional guidance or escalate the issue on your behalf.  

I hope this answer addressed your question. If not, please reject the answer, add the question improvement suggestion information, and click the RWS Community AI checkbox on the right to try again.  

RWS Community AI

Step 1: https://gateway.sdl.com leads to https://gateway.rws.com/csm
It comes up with a warning:

If you are seeing the error 'Security constraints prevent access to requested page' it means that you have clicked on the 'Log in' button on the top right hand corner in the Gateway portal. To prevent this error please click on the: 'Login for Support' or 'Get Help' button in the middle of the screen.

I then clicked on the Get help option. (The login option in the top right hand corner logs me in as well and goes to the same page.

Step 2: I can login OK, but then find myself in totally alien surroundings. I even appear to be an employee (?).
Step 3: I only have one account
Step 4: There is no 'Log a Case' button. There is only a 'Get help' option. When you click on that it leads to a page where you can 'Log a case internal'. Click on that and you get a page with a bewildering array of options. When you click on the first 'required' drop down field for product, it shows no products at all. You can't enter or select Trados Studio.
Step 5: In the end I entered whatever the page accepted and submitted it, only to be told I was in the wrong support section (Cloud Operations) and that they submitted it to the correct support team, but failed to mention how to contact them.

FYI I paid £430.66 on Feb 3, 2025 for my annual support contract

Step 1: https://gateway.sdl.com leads to https://gateway.rws.com/csm
It comes up with a warning:

If you are seeing the error 'Security constraints prevent access to requested page' it means that you have clicked on the 'Log in' button on the top right hand corner in the Gateway portal. To prevent this error please click on the: 'Login for Support' or 'Get Help' button in the middle of the screen.

I then clicked on the Get help option. (The login option in the top right hand corner logs me in as well and goes to the same page.

Step 2: I can login OK, but then find myself in totally alien surroundings. I even appear to be an employee (?).
Step 3: I only have one account
Step 4: There is no 'Log a Case' button. There is only a 'Get help' option. When you click on that it leads to a page where you can 'Log a case internal'. Click on that and you get a page with a bewildering array of options. When you click on the first 'required' drop down field for product, it shows no products at all. You can't enter or select Trados Studio.
Step 5: In the end I entered whatever the page accepted and submitted it, only to be told I was in the wrong support section (Cloud Operations) and that they submitted it to the correct support team, but failed to mention how to contact them.

FYI I paid £430.66 on Feb 3, 2025 for my annual support contract

Worked out what the problem was. When you log in for the first time on this new system it tells you to use the email address you registered with. I duly did, the system then obliged and lead me to the support page for Cloud Operations, which I have nothing to do with. After a lot of irritation trying to work out how to get to the correct support page, I decided to try my other email addresses on my account. Reset the password and hey presto I got in on the Trados Studio support site and it recognised me!

RWS clearly messed up on this and not linked all my email addresses to the one account I have. And I don't understand how I could be logged in the Cloud Operations support site for that matter....