@Colin our license was set to auto renew on 1/15. but apparently it did not and now we are locked out of Sketchup. I received no message about the auto renewal, no issue with the payment on file and I am unable to manually auto renew it myself in “edit plan settings”. Why? Because it says contact your account administrator Jennifer Powell at jennifer@sketchup.com. When I email that address it I get a bounced message. So I go the sketchup website and go to buy a new subsciption/license and place the order. I place the order but it is on hold “pending tax verification”. How does Trimble manage to make this process so terrible? We are on a deadline with a project and now cannot open the files.
I’ve asked support to look into this. Your subscription was set to expire yesterday, but should still work for a few days after that.
As it was set to expire, one option is to buy a new Pro subscription.
@Colin thank you. I did buy a new pro subscription earlier today to expedite this but as I mentioned in the post it says it is “pending tax verification”. this is what I get when I try to open Sketchup
also I’m unclear why a subscription would expire if it was set to auto renew?
If you had claimed to be tax exempt, that can lead to a delay. Support should be able to sort that out.
I can see that the previous subscription had yesterday as an end date, which means at some point auto renew was turned off.
thanks @Colin is there someone I can reach directly at support to sort this out ASAP? as I mentioned the account representative on our account page has a nonfunctioning email address
could it be the 2y subscription ? is it still available ? if not, it wouldn’t have renewed maybe ?
it could be but I could never access any of the settings; it would send me to a “contact account manager” window. terminology wise I don’t know why you would label a product “auto renew” when it doesn’t, in fact, renew automatically?
You could ask Support to check on the pending delay. Use this form:
I did that first thing this morning 830 EST and also tried their phone number. Can’t get a human on the line and no response via email from customer service. Can you request they assign us an account manager with a functional email address?
I tracked down who your current contact is. Expect a phone call soon.
thanks @Colin !
@Colin the saga continues; I got an email on 1/22 with confirmation of our renewal, a separate email with an invoice for the renewal etc. However we continue to get messages that our subscription is expired and sketchup will stop working. I went to our Trimble account and renewal is not reflected in our account and the account rep I’d been communicating with has an auto-reply saying they’ll be out of office until next week. I don’t want to get locked out of the software again and I’m so confused at how much time and stress renewing a piece of software has caused. Please advise
I see two Pro subscriptions, assigned to you and to edenrt16. Those are both under your account, and not under the material design account.
Both of you are also assigned the subscription that expires today. That may be causing an issue.
I let your rep know about the problem.
Thanks @Colin ! and apologies to the rest of the forum members. I think they created another account when I renewed…I wish the account reps were as responsive as you are.
no need, it’s one of the goals of the place
another goal is to share what we do in the Gallery , no matter our level. just saying
(yes, I’m trying to promote the gallery. sue me )
There was an issue on your account that should be solved now. Hopefully SketchUp will agree with that.
If you see any other oddities during today, it would be worth trying again tomorrow, by which time each email address should only have one valid subscription.