# Can't retrieve my license info, SketchUp Pro, Annual Plan. Account is Active **URL:** \ **Category:** Pro\ **Tags:** support, license-problems\ **Created:** [June 22, 2020, 2:36pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221 "2020-06-22T14:36:09Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![derick.melander](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/derick.melander/32/92398_2.png) [@derick.melander](https://forums.sketchup.com/u/derick.melander)\ **Post date:** [June 22, 2020, 2:36pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/1 "2020-06-22T14:36:09Z")
My account is active, shows I have paid. I was never given my serial number and authentication code. I added myself as a user, I filled out the form to have the info mailed, I looked at the support articles and am in an endless loop. I filled out the support form last night, no response. When I purchased pro, it said I would have 3 support options, chat, email and phone. What is the support phone number? Where is the chat option? ---
**Author:** ![DaveR](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/daver/32/7601_2.png) [@DaveR](https://forums.sketchup.com/u/DaveR)\ **Post date:** [June 22, 2020, 2:39pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/2 "2020-06-22T14:39:44Z")
> [@derick.melander](#): > > I was never given my serial number and authentication code. The title of your post indicates you have purchased a subscription licnese. If that is correct, there is no serial number or authentication code to send or required. You just sign in with the e-mail address and password you used when you purchased the license. When you open SketchUp, the welcome screen will have a License page. Click on that, click on Subscription and enter the e-mail address and password. ---
**Author:** ![derick.melander](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/derick.melander/32/92398_2.png) [@derick.melander](https://forums.sketchup.com/u/derick.melander)\ **Post date:** [June 22, 2020, 2:49pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/3 "2020-06-22T14:49:52Z")
Thanks, I just attached screen grabs of what was happening. I decided to reinstall and that seems to have worked w/o the serial # and auth code. [Login\_Prob.pdf](https://forums.sketchup.com/uploads/short-url/u9nqdRXdbFaAlDbjRifnfnTSdoF.pdf) (486.7 KB) ---
**Author:** ![DaveR](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/daver/32/7601_2.png) [@DaveR](https://forums.sketchup.com/u/DaveR)\ **Post date:** [June 22, 2020, 2:54pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/4 "2020-06-22T14:54:48Z")
Looks to me like all you needed to do was click on Subscription at the top. ![Untitled](https://global.discourse-cdn.com/sketchup/original/3X/6/1/61c2b0402a772c53836e4d6170a15dd9903f94ff.png) ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/266703_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [June 22, 2020, 2:59pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/5 "2020-06-22T14:59:24Z")
On the part about being asked for a serial number in order to contact support, that shows up if you are signed in with an email address that doesn’t have a subscription. If you were signed in with anything other than your mindspring email address, you would have been asked for the serial number. When you change from being at the end of a 30 day trial, to starting a Pro subscription, SketchUp needs to have a chance to check in, to see that change. Reinstall may well have done that, but signing out, and signing in again, would have fixed things too. ---
**Author:** ![derick.melander](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/derick.melander/32/92398_2.png) [@derick.melander](https://forums.sketchup.com/u/derick.melander)\ **Post date:** [June 23, 2020, 3:24am UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/6 "2020-06-23T03:24:48Z")
Hi @DaveR , I actually did click that tab, you can see the contents on page 3 of the PDF. ---
**Author:** ![derick.melander](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/derick.melander/32/92398_2.png) [@derick.melander](https://forums.sketchup.com/u/derick.melander)\ **Post date:** [June 23, 2020, 3:27am UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/7 "2020-06-23T03:27:34Z")
Hi @colin, thank you. I actually logged in and out with the same email address several times. I am positive I only used the email address I purchased SketchUp Pro with. ---
**Author:** ![MikeWayzovski](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mikewayzovski/32/98346_2.png) [@MikeWayzovski](https://forums.sketchup.com/u/MikeWayzovski)\ **Post date:** [June 23, 2020, 6:24am UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/8 "2020-06-23T06:24:53Z")
Did you buy directly? (or through a reseller?) Did you enabled ‘Autoassign’ when you bought it? As Admin/Owner, you do not need to assign the Subscription to the same email address, the ‘Auto assign’ option is set automatically, but you might have it ticked accidentally. Be sure to have a ‘Member’ assigned in your Account Management Portal. Open a new private or incognito tab, go to [www.sketchup.com](http://www.sketchup.com) and sign in on the top right. This would bypass cookies and cache related issues with your Trimble ID. In th same spot, you can access your AMP, Look for the right Product (SketchUp Pro) then in the Members’ area, be sure to have a member there. ![Schermafbeelding 2020-06-23 om 08.24.23](https://global.discourse-cdn.com/sketchup/original/3X/8/8/88916d70b94f5bbff3f435bd218202be797a89ef.png) ---
**Author:** ![derick.melander](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/derick.melander/32/92398_2.png) [@derick.melander](https://forums.sketchup.com/u/derick.melander)\ **Post date:** [June 24, 2020, 10:10pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/9 "2020-06-24T22:10:09Z")
Hi @MikeWayzovski, thanks. When I installed and could not authenticate, I added myself as an active seat, thinking that might be the problem. I don’t recall anything about auto-assign. In any case, I did as you instructed just now. It shows I have SketchUp Pro, Annual Plan, 1 active seat, zero remaining and as a member, it shows me, with the email address I have used for everything. That is how it should be? ---
**Author:** ![MikeWayzovski](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mikewayzovski/32/98346_2.png) [@MikeWayzovski](https://forums.sketchup.com/u/MikeWayzovski)\ **Post date:** [June 24, 2020, 10:31pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/10 "2020-06-24T22:31:32Z")
Correct, it still doesn’t work? You can try to remove and re-assign yourself, Check if emails are coming through. ---
**Author:** ![mishmashmush](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mishmashmush/32/132021_2.png) [@mishmashmush](https://forums.sketchup.com/u/mishmashmush)\ **Post date:** [November 13, 2021, 3:11pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/11 "2021-11-13T15:11:10Z")
I all, I’m having a similar set of issues and can’t find help (with looming client deadlines). My annual subscription was up for renewal. The card on file was declines, so I updated the card info. Both my bank account and Trimble’s subscription manager portal show my account as paid and my products as active. However, I’m still getting the “subscription server response is invalid” window when I try to export scenes. I can’t open multiple SketchUp files at once, I can’t create new LayOut files. Help!? ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/266703_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [November 13, 2021, 3:47pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/12 "2021-11-13T15:47:16Z")
The error message you saw is being investigated. It isn’t anything to do with your renewal, other people are seeing the same problem. The work around for now is to sign out and sign in again. ---
**Author:** ![mishmashmush](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mishmashmush/32/132021_2.png) [@mishmashmush](https://forums.sketchup.com/u/mishmashmush)\ **Post date:** [November 13, 2021, 5:03pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/13 "2021-11-13T17:03:23Z")
I’ll continue to work around it. Glad to know the renewal was coincidental. I really appreciate the reply. Definitely did some pants-pooping in the last 48 hours. I’ve got understanding clients but a pile of work. Again, much appriciated. ---
**Author:** ![pokyrod](https://avatars.discourse-cdn.com/v4/letter/p/e8c25b/32.png) [@pokyrod](https://forums.sketchup.com/u/pokyrod)\ **Post date:** [November 16, 2021, 7:52pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/14 "2021-11-16T19:52:59Z")
Sketchup is not recognizing my license any more. I found my serial # but don’t have authorization code and don’t know how to get one. I reinstalled but still doesn’t work. I purchased the pro license in August of this year and it says that it is active, but won’t work on my computer. Rod ---
**Author:** ![DaveR](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/daver/32/7601_2.png) [@DaveR](https://forums.sketchup.com/u/DaveR)\ **Post date:** [November 16, 2021, 8:02pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/15 "2021-11-16T20:02:28Z")
Your profile says you have a subscription license. If that’s the case there’d be no serial number or authorization code to enter. You would just sign in under the subscription tab with your e-mail addess and password. ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/266703_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [November 16, 2021, 8:08pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/16 "2021-11-16T20:08:53Z")
I have sent a message to you with your 2020 and 2021 license details. ---
**Author:** ![pokyrod](https://avatars.discourse-cdn.com/v4/letter/p/e8c25b/32.png) [@pokyrod](https://forums.sketchup.com/u/pokyrod)\ **Post date:** [November 18, 2021, 3:51am UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/17 "2021-11-18T03:51:41Z")
Under the Subscription it just says to restart for a Sketchup Trial. I don’t see where to sign in. Rod ![image](https://global.discourse-cdn.com/sketchup/original/3X/a/9/a94845bff2547bdbf4f719cedc35ae55a0bc1226.png) ---
**Author:** ![pokyrod](https://avatars.discourse-cdn.com/v4/letter/p/e8c25b/32.png) [@pokyrod](https://forums.sketchup.com/u/pokyrod)\ **Post date:** [November 18, 2021, 3:55am UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/18 "2021-11-18T03:55:41Z")
I have been using 2021 on my computer since August. I don’t have 2020 anymore. The 2021 codes don’t work, it gives me this error message when I enter it: ![image](https://global.discourse-cdn.com/sketchup/original/3X/0/d/0d4ddab2610726f0ec14f721668edd446ca89b60.png) I thought I had a subscription now, rather than a classic license, but not sure now. Rod ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/266703_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [November 18, 2021, 2:51pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/19 "2021-11-18T14:51:46Z")
Your 2021 classic license is marked in a strange way. If at some point you wanted to use that license on another computer you should contact support, and they can investigate why the license is in the strange state that it is in. Meanwhile, yes, you have a subscription. If you remove the license that you tried, then sign in with the email address that you use in the forum, that should make SketchUp use your subscription. If you saw the trial message that would suggest you were signing in with a different email address. ---
**Author:** ![MikeWayzovski](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mikewayzovski/32/98346_2.png) [@MikeWayzovski](https://forums.sketchup.com/u/MikeWayzovski)\ **Post date:** [November 18, 2021, 4:25pm UTC](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221/20 "2021-11-18T16:25:25Z")
‘Manual’ means that it was once downgraded. [Next page](https://forums.sketchup.com/t/cant-retrieve-my-license-info-sketchup-pro-annual-plan-account-is-active/129221.md?page=2)