Looking for immediate help.
Our firm all works remotely and we have been managing 2 log in’s at a time, but something happened and now we are completely locked out after multiple tries, and can’t seem to get anyone on the phone to help resolve.
I am posting using my personal pro account, since they can sign in any longer to post here.
We have a major presentation tomorrow and are in a slight panic!
Thank you in advance!
Might wanna try reaching out to compliance, you might get a quick response.
How can I contact them directly?
Hi @designwithdoubleh, sorry to hear you are having difficulty with SketchUp. I am happy to look into your ticket if you have already submitted one. I just need you to send me a ticket number so I can find it in the system. If you are uncomfortable posting that on the forums for any reason, you are welcome to send it to me via private message instead.
Once I have that I can walk over to the support team and ask them about it. I can’t make any promises of course, but I can do my best to speed things along as you are under a deadline.
Thank you for getting back to us, Casey. I hope we can get this resolved as soon as possible since we are on tight deadlines and use Sketchup exclusively for all of our projects.
As I stated in the post, I was asking on behalf of the firm I work with, Eralyn Interiors.
I have CC’d the principal, Erica Davis, on this email since the firm has been unable to log in, and therefore could not post in the forum themselves.
Since they have not been able to log in, nor get in touch with anyone directly at Sketchup/Trimble, there is no ticket submitted that we are aware of at this time. They have been locked out of all accounts and cannot seem to get back in.
We all look forward to hearing from you on how we can fix this issue.
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Thanks for the reply @designwithdoubleh. Go ahead and open a ticket in our system from the support page as that will get you into the system once you have done that, I’ll ping the support team and see if we can get a resolution figured out ASAP. I’ll also see if I can get a resolution started without the support ticket although it may be a little tricky to get things moving.
Update:
Just got in touch with an expert and it looks like a quick check of the associated SketchUp license did not show any issues. We are working on additional troubleshooting though and we will get back to you as soon as possible.
I heard from Support, and they had started a support case with you after getting a voicemail yesterday. As they then will have contacted the info@ email, that is having problems, I can imagine the message didn’t get read yet!
Best suggestion they had for now is to go through the password reset steps, shown here:
Thanks Colin! I appreciate the assistance. Hopefully that is all that is needed to get you up and running again @designwithdoubleh, but if you need additional assistance please feel free to @ me in another post and I’ll gladly see what I can do.
Thank you both. I will reach out to our office manager to confirm they have received the email, and go from there.