Each of us is being impacted by the pandemic and the responses to it in many different ways. With patience and understanding about mundane issues like the one I’ve written below, I wish us all good health, prosperity, and a sooner-than-later return to normalcy.
I attempted to renew annual maintenance & support for my 2020 Pro classic license on 03/19/2020. I entered my serial number and email at https://www.sketchup.com/license/renew, successfully looked up my license information, clicked the Renew Support button, filled out all the requested information on subsequent screens, including logging into my Trimble account, checked the “I agree…” checkbox, and clicked the final “complete purchase” button.
I did not land on a purchase confirmation screen, nor did I receive a confirmation email, but instead was taken to this screen:
Note the “1 item in my cart” circled in blue. The annual maintenance & support renewal item was still in my cart.
Instead of attempting to process the purchase from my cart again, I entered Support Request 10319648 and received an automated confirmation email from SketchUp Support. No response yet, which is understandable in light of the current situation.
I went back to sleep until this morning, 03/22/2020, when I received a SketchUp Maintenance & Support Expiring Notification email telling me that my support agreement will expire in six days.
I (foolishly?) followed the renewal link in the email, completed all the same steps as I listed above, and got the exact same “Buy SketchUp Pro” screen and again, no confirmation email.
Then I checked my credit card account online, which I should have done after my first seemingly failed attempt, and I now have two charges from Trimble, each for $120 plus tax, pending. (I am noting the “pending” status of both of these charges, and wondering if the whole issue might be with my (major and well-recognized) credit card processor and not with SketchUp / Trimble.)
I think the online ordering process that results in a “Buy SketchUp Pro” screen instead of a purchase confirmation screen is flawed and needs to be addressed.
I’m going to need assistance completing my initial order for annual maintenance & support renewal and for crediting back my second purchase / charge for the same.