Extension Warehouse Cybersource Purchasing not working

Technical Problems Warehouses
1

Hi,

I am unable to purchase Eneroth3 View Memory extension from the Extension Warehouse. The site uses Cybersource for the purchasing function.

I get the following error message when trying to purchase.

You are not authorized to view this page. The transaction has not
been processed.
If the problem persists please report your problem and quote the following Error Reference Number:
E-53E3EBCC29A14FF2A23B83602BA09E9A

I have reported the problem to Sketchup Support and received the following response.

*Hello Andrew,

Thanks for reaching out to SketchUp Support! This message is in response to your request regarding the Cybersource error you encountered while trying to purchase an extension from the Extension Warehouse.*

If you are unable to complete the purchase due to this error, you will need to reach out directly to the developer or creator of the particular extension for further assistance. They are best equipped to help resolve payment or purchase issues related to their extension.

If you need help finding the developer’s contact information, please let me know which extension you are trying to purchase, and I’ll be happy to assist.

*Please let me know if there are any issues and send a screenshot of any error messages you receive in your response.

If you need further assistance with this issue you can refer to case number: 10916192.

If you have a different issue that you need help with, please submit a new ticket at https://help.sketchup.com/en/contact*

*Regards,
Diego

The SketchUp Support Team at Trimble Inc.*

I have also found a post by Eneroth3 who has provided FAQ with the following relevant content.

My payment card isn’t accepted
I made the extension, not the website you are trying to buy it from. For issues with the SketchUp
Extension Warehouse website, please contact SketchUp support directly.

Do you accept PayPal?
SketchUp Extension Warehouse does not support PayPal
I made the extension, not the website you are trying to buy it from For suggestions regarding the
SketchUp Extension Warehouse website, please contact SketchUp support directly

I have some other issue with the website or purchasing
I made the extension, not the website you are trying to get it from. For issues regarding the
SketchUp Extension Warehouse website, please contact SketchUp support directly.

My reply to the support team, with details and a screenshot of the error, has been ignored for more than a week, so I assume nothing more is coming from them.

I have tried using MS Edge, Chrome and Firefox browsers to purchase. I also tried using a private window in each of these browsers. AI suggested lowering the tracking prevention settings, but this made no difference either.

My free trial of this extension has expired, and I find it really useful for my work.

Can anyone assist with completing this purchase, please? Even if someone could try it to confirm whether it is just my account or affecting others too.

I am in Australia, if that makes a difference. I also tried using my brother’s USA address, but it made no difference.

Thanks in advance.

Andrew Goddard

2

As a developer, I know this is a bogus response.

Either this was a reply from a new employee, or it was routed to this reply by an AI support agent.

@barry_janzen (or whomever is the EW guy these days.)

2 Likes
3

I get the same error if I try inside SketchUp or in a browser. I will ask support to look into it some more.

I extended your trial by a couple of weeks.

1 Like
4

Yea, that Barry Janzen guy has retired, so he’s shocked at how rapidly the place has gone downhill since then :rofl:.

4 Likes
5

Thank you. I noticed before reading this message that the trial was available now.

6

Ah. Okay enjoy your time off. Perhaps it’s @TheGuz now? (We are lacking a staff directory.)

7

I have also updated to SketchUp 2026 now and discovered this extension does not work in this version. I can go back to 2025 to do what I need right now.

8

It seems to work in 2026 for me. I’m not sure how trials work, if you used the extension migrator. You could uninstall, and reinstall from Extension Warehouse, to see if it then works in 2026.

9

Correction: the exporting and importing of scenes is not working. The view memory and recall are working. My use was creating production plant layouts with various equipment options and wanting to have all the scenes identical to assist customer reviews. The exporting and importing of scenes for this purpose was perfect.

10

@eneroth3 the extension gives this error:

#<KeyError: Invalid key: ‘DayOfYear’>

Might you need to update the extension?

11

Yup, with the 2026.1 release ShadowInfo access became stricter. The "DayOfYear" key value is now read-only. Attempts to set it result in this KeyError exception.