Can't add Licence details


#1

Hi,

I’ve just purchased SketchUp Pro 2014 and I’m trying to input my licence details as it advises, however I’m not able to copy and paste the details in as it says to, nor do I have a “Key” that it requires. What am I doing wrong? Can anyone help?

Thanks,
Jack


#2

Hello Jack,

Check your spam folder.
You should have received an email with information like this…

Registered User Name:
Company / Organization:
Serial Number:
Authorization Number:

-Geo


#3

Hi Geo,

Thanks but I received that email fine and have been copying and pasting the serial number. It requests a “Key” and not the “authorisation code” that’s included in the email. Ignoring this indifference, I copy and paste the authorisation code into the key box and it says it’s invalid.

I’ve waited for the support line to open and now it has, they won’t pick-up. To make things more annoying, the links included on the email for the “online form” doesn’t link to anything.

Not happy at all.


#4

I realise the issue now. I have a Windows licence and I need Mac. Not sure how this happened as I’m pretty adamant I selected Mac but oh well. Now I need to switch it over. Do you know if this is possible?


#5

I understand that switching a license is possible for a fee. You should fill in the contact form in http://help.sketchup.com/en/contact/customer-support

Anssi


#6

Hi jackwilko,

This is a holiday weekend for our team, so we haven’t got anyone manning the phones until tomorrow. I’m sure we can get your license sorted out when the team is back at full attention.

@jody will you keep an eye out for Jack, too?

John
.


#7

Hi John,

Ah that explains it. Thanks for getting back to me.
I’ve sent a couple of emails to your support line querying the change of licence.

I’ll work with the trial version until I hear back.

Thanks,
Jack


#8

Thanks Anssi,
I dropped them an email.
Nice one.


#9

I haven’t checked email yet but wanted to chime in here since it’s a pretty universal answer…

SketchUp for Windows will have a Serial Number and Authorization Number.
SketchUp for OS X will have a Serial Number and Key.

For all intents and purposes, an Authorization Number is a Key and you may bump into one where you’re expecting another.

Regarding your license type, we have a great Knowledge Center troubleshooter clarifying if you’ve got yourself a Windows license or a Mac or if you have other problems here: http://help.sketchup.com/en/article/1205653

In the case of this thread, you can tell which type of license you have based on if it ends with W for Windows or ends with m for Mac.

If you’ve ended up with a Windows license and you’re using a Mac, you need to contact the sales team and have them correct it. We do have a charge for changing operating systems if you’re changing platforms later in life, however if it’s an honest mistake within the first few weeks of the initial purchase then we’ll waive the fee and get you up and running but, you still have to reach out to sales.

The important thing for all license problems is to visit the License Troubleshooter first, it will walk you through the different things to be aware of and likely speed up any support requests you need to make.