HELP! My SK-UP account is registered under an email that was recently HACKED and NO longer have access

SketchUp
1

My SK-UP account is registered under an email that was recently HACKED and NO longer have access (I can provide it privately if needed).

Because of this, I’m completely locked out of my account.

I have several critical projects stored there, and I’m extremely worried I may lose them.

I’m facing a deadline for a city permit issue and this issue is causing severe problems as I cannot continue my work until I regain access.

I’ve already reached out to customer support but haven’t received any response.

I urgently need help either restoring access to my account or changing the email associated with it so I can recover my projects.

Please, I need immediate assistance.

This is extremely time-sensitive and I’m desperate to get back into my work.

Grateful to all who can help ! :slight_smile: have a beautiful day !

2

Your profile says you are using the free web version. It also lists Desktop 2024. Which is it? That matters for customer support.

3

Support Form now pulls up this screen and wont give me any further access/help

image
image2201×1056 133 KB

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desktop 2024

must’ve goofed on pull down menu

5

Please correct your forum profile.

Do you have a current Pro or Studio subscription?

6

dave - not sure how to that, have searched my profile and dontsee where to edit that. its not my top priority as ive got city on my back for plans - is it necessary?

7

At this point you’ve not provided enough information for us to give you any suggestions. You’ll probably have to wait for Customer Support to do anything with your account.

8

I cant reach Customer support at all anymore - see image above

please advise what more info you need ?

9

You didn’t answer my question about the subscription.

Maybe @colin can help.

10

because I dont recall (head/spine injury = brain fog) , and dont have access to email with all receipts / same issue as log-in where I cant get to due to hackers

11

well best chance right now is that Colin (already tagged) or @Missa_g comes by.
This is a user forum, not official tech / commercial support, no proper ETA. especially mid summer.

yes, because I believe you need to be logged in with a valid ongoing subscription to reach that page.

funny enough (ok, maybe not funny haha), if you’re locked out, help page / trimble assistant tells you to use the contact form that is behind… a login page.
not great :upside_down_face:

12

thank you for update and info - and yesssss “funny” how ya can’t get help w/o log-in

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Hi there! If you need assistance with logging in to your account, please fill out this form: https://www.trimble.com/en/contact-support

14

I see, sketchup assistance is behind a subscription wall, but trimble’s global assistance is not.

good to know :slight_smile:

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