Our firm is completely shut out of our account and it seems like the only possibility is to sit and wait until someone emails back after submitting the online support tickets.
Are there any accessible support numbers?
Hi @JinM, thanks for reaching out. If you have not already opened a support ticket that would be my first recommendation so you can get support as soon as possible. As I write this post, it is about 7:00 AM in Colorado so the support team is not in the office yet but I can assure you that once they are in the office they will start answering suport tickets as fast as they can.
If you purchased SketchUp via one of our reseller partners, they may be able to help too so be sure and reach out to them as well if applicable.
In the meantime, make sure that you have all the documentation you will need ready to go and that you have access to any email accounts associated with the license you are using. If you do not have access to them, try and find any billing information you still have so we can more quickly verify everything with you when we get to your ticket. Also, screenshot or two would go a long way to help us out so we can see exactly what you are seeing. Be sure to grab a few to include when you open the ticket if you have not already done so.
Finally, once you open a ticket, let me know and I will go ahead and reach out to a contact on the support team to see if I can get any idea on how long it will take to get to your ticket. Hopefully we can get you support quickly.
Does your firm have an account rep or are they purchasing via our web store?
Connecting with your SketchUp account manager is a good first step to expedite support.
Hello,
A support ticket request was put in through the customer support center yesterday, though I haven’t received any kind of confirmation. The associated email is not longer active, which is what we need to update. We can provide any confirmation of the billed cards or the serial/authorization number.
I could get a screenshot but it’s simply a matter of not having access to the email account to get the 2-factor verification code.
Thank you!