I purchased a pro license at a promo price of $299 (plus taxes) in Nov. 2025. My plan was canceled suddenly (March 2026) and now I’m being told to buy a new license at the regular price. I still would have had 8 months on my discounted license. This feels like an intentional “error” to kick me off of my promo license and force me to buy at the regular price. Customer service has been atrocious. Obviously there is no way to speak on the phone with a representative, only interacting by email with generic reps. Has anyone dealt with this?
Edit: Update: After several messages back and forth with customer service, I was able to get a promo code to get the discounted price I originally paid. So I bought a new subscription with that promo code. Frustrating to lose access to my files for those days, but ultimately ended up getting those 4 months free as my yearly subscription “started over” now.
What indication do you have that your subscription was canceled? Did Trimble send you an email stating that it was canceled? If you had a legitimate annual subscription Trimble wouldn’t have canceled it out of the blue after 4 months. They’d have nothing to gain by that.
Here’s the email I received. I xxx’ed out the account numbers and such. I know it was from Trimble because my account is indeed canceled and I can’t access the program or any of my files. Although I have yet to receive a refund in my account.
Hi Andrew Bartels,
We have successfully processed your request to return the following product(s):
Part Number
Product Name
Quantity
Credit
Subscription Term
BN-SB-SKP-PRO-EC-A
SketchUp Pro - Annual
1
$326.18
Yearly
Subtotal : $299.25
Taxes : $26.93
Total : $326.18
Account: xxxxxxxxxxxxxxxxx
Payment Reference: xxxxxxxxxxx
Invoice Number: xxxxxxxxxxxxxx
Billing Account: xxxxxxxxxxxxx
The credit may take 3-5 business days to reflect on your account.
No this was totally out of the blue. I got an email and the next day I couldn’t log in or access any of my files. I had just been using the product normally. I didn’t ever even access my account settings or even so much as look at my subscription level or change anything in my account.
Customer service said that they can’t give me a promo code to access this same price level and that I just have to re-purchase the license.
Presumably just a mistake - Ask support to send you the request for cancellation as you never requested it.
(You can’t have a refund after 14 days which is even stranger)
But on the bright side you got 3 or 4 months free usage , they have refunded the whole original amount. That goes a little way to make the overall price similar or cheaper.