New portal experiencing difficulties - sign out, re-log in. Old login not working, now locked out. In the middle of trying to finish an urgent project, and I’m dead in the water. As usual, “contact” pages are an endless ream of aged, unrelated content to my issue. Why can’t get logged in and why can I not get help.
I need my sketchup pro to work for me.
suggestions?
Hi @jTr Thanks for the post and sorry you are having difficulty with the new portal. I am not on the support team and do not have access to their systems so I can not confirm if you have opened a ticket or not, but if you have not done so, please make sure you do so ASAP so we can get you in the system.
If you are in the system already, then it may take some time for us to get to your ticket but rest assured, the team is working as fast as they can. I’ll also ping one of our sages,@colin to see if he has any ideas.
You can open a ticket here:
https://help.sketchup.com/en/contact-support/technical-question/form
Same happened to me right now! Logged out of sketchup pro, cannot find license in the new portal, cannot work…. I already have a ticket opened. Annoying and nerve wrecking. My pro license is up in feb 2026 but is nowhere to be found in Admin panel.
SOLVED. Logged in after many attempts and sketchup crashing at start. Apparently it is solved and I am back working. Just in case someone else is experiencing this issue. Thanks
Yep - same here - no choice but to keep hitting my head against the wall until it came down. It came down.
That happens on Mac if you have deauthorized devices, and there is still one open in the background.
I also saw the problem when using the new 2026 feature to disable other sign ins from inside SketchUp. When I tried that I still got this error. I guess that the problem is that a deauthorized version of SketchUp is still open, being the one you are in at the time.
So, try a sign out, sign in, and it should then be ok.
Sign out. Try again. When rejected, wait for the 15 minute lockout to transpire, then log in. That’s all I did, and I realize that’s not exactly a formula, but it is what got my system running again.
Good luck.
