Is this group the substitute for customer support?

SketchUp
1

I cannot even open the application I purchased and there doesn’t seem to be customer support anywhere.

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2

Have you tried here ?
http://help.sketchup.com/en/contact-support/technical-question/form

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3

Thanks, I just cancelled the account. What a freaking mess. I will use a real CAD program.

4

The answer to your title is no. Of course forum users collectively know a lot about the software so if you ask a specific question you will probably get good suggestions for resolution of your issues. But apparently you came here just to rant. No one has ever told me that Sketchup would be CAD.

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5

How could we help you anyway? You haven’t even identified which version of SketchUp you’re trying to open? The browser based version? SketchUp for iPad, or the desktop version SketchUp 2024. The Go plan would entitle you to use either the browser based version or SketchUp for iPad.

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6

Oh yes - she wouldn’t be the first person to try opening SketchUp Pro with a Go license.

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7

Well, apart from the rant, I would say SketchUp should have a chat feature with someone from customer support. Earlier, I made a post just to see if somebody from Trimble SketchUp would answer, but that wasn’t the case—it’s just a community of users.

I was mistakenly hoping that someone from SketchUp would reach out to me or anyone posting topics here.

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8

You do realise that most of sketchup’s staff is at the 3d basecamp this week right ? :slight_smile:

They are making sessions, managing and meeting people, they can’t be on the forum all day…

5 hours passed between your first message and this one. Considering the specific week, yeah, it is quite probable they didn’t see it. Busy and all…

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9

I didn’t know about 3D Basecamp, but I’m under a lot of pressure here. Do you realize that as a factory, we are on hold because of something that can be fixed in 15 minutes? I understand the delays, but I filled out the form a month ago with no reply.

In the meantime, we are just in wait mode.

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10

If you cancelled the subscription why not just make a new one with the proper name and contact info? You could be up and running in 5 minutes.

And honestly if the cost of a subscription is holding up production it seems maybe you should just eat the cost of a new subscription and get on with it.

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11

I can do that with the same email account?

12

I was worried about deleting everything and then not being able to make the subscription right away.

13

If you are using Pro I would hope that you have all your files locally or on your own storage. You can just sign out of the program and sign in with a new account. Your work would still be on your PC.

I have no idea on the email - but I doubt it would work, as when you try to sign in it will take you to your current account.

Remember I’m just a user though, not a SKP representative.

If you filled out the online support ticket a month ago and are just now posting to the forum…

¯_(ツ)_/¯

14

Thanks, buddy. I just came here for advice and was hoping someone from SU would take my case, but now I understand the use of this platform. I don’t mean to bother or upset anyone; I’m just desperate in a way. It’s natural when you don’t know where to go for information.

By the way, of course, we have all our models. We use SU mostly for quoting, and that’s the main worry right now.

15

Get your IT to create a new email for only your SketchUp subscription. Register with the new email (use the proper name / contact information) sign on, give a credit card, you’ll be good to go in a few minutes.

Or reinstate the old one, and just wait until the name gets updated.

Either way you should be able to keep working.

Yes, the hassle sucks. Sorry about that.