I’m not sure if this is the right place, but I have filled out the form on the SketchUp website twice and have not received any responses from the support team. A year ago, I was in contact with SketchUp to change the company name associated with our corporate emails. For some reason, when it was created, they used the name of an associated company, Ecotec. Our administrative department requires that the invoice for the licenses be issued under the name Fast-tec.
Forum friends, I need help. The last time I contacted them, they couldn’t assist me until the contract expired, so we deactivated the renewal to resolve this issue. This means that we currently do not have active licenses and urgently need help.
What could forum members that are just other users do to help you?
Next time you need SketchUp, instead of purchasing online, you could try contacting a reseller near you.
Sometimes when there is an account issue Support will suggest turning off auto renew, so that at the time it would have renewed you instant buy a new subscription. When you do that you get another chance to enter all of your details, and fix any parts that were incorrect in the old subscription.
I will ask my Support colleagues to pop by here, and see if there is something they need to do for you.
A lot of the company is in Las Vegas at the moment, and so replies to Support requests may be slower than usual.
Hi Colin, thanks for the reply. The subscription expired on November 9. Since then, I’ve tried to edit the billing information,address,etc. but the company name is still blocked.
Hi @Roosevelt_Diaz_FTE I didn’t see a case for you in Support so I opened one directly on your behalf. You should hear back soon from one of our agents. In the mean time I can tell you that the reason you are unable to change your company name for your existing account is because the company name is used as a core identifier for your account across our systems. If you don’t add an optional company name, your name is used instead. Even though your subscription has expired, the account still exists, and your email address is still the account owner. Any new web purchase you try to make with that email address will use the existing account. To create a new account with a new company name, you will need to use a different email address or change the account owner email on your existing account to free up your current email address. Support will be able to assist you with these steps if you need more information. Purchasing through a SketchUp Reseller in your area would be an alternative option, as they are able to create a different account type and use your same email address for this new account. You can find a Reseller near you with our Partner tool: Find a SketchUp Reseller – Connect With a SketchUp Partner | SketchUp
, sorry if this bother you.
Thank you a lot for your reply. Let me use a different account to make the new purchase.