So the tells us that you have Shop with that Login.
I’ll leave it to @colin as he can resolve these issues.
I didn’t give the full email address, many people don’t like their email to be findable. You could edit your post if you wanted to remove the whole email.
As Box says, your gmail account does have Shop. The model that is missing, is it one you made after you were signed in and using Shop, or was it while you were still trying the Free version? Your strider_va also has Free, it would be worth signing in with that address in case you made the model under that email.
Once more, I created it using Shop, not the free version.
I just did as you suggested and signed into the free app with the strider email, and there are no projects there.
I’ll check with colleagues in the morning, to see if there is a known problem (and solution hopefully).
Also be aware that there are three server locations for your data:
Europe, Asia and America.
It is not obvious when using the Web App, it is more clear when you use Trimble connect and launch your project from there:
https://connect.trimble.com/
Open from there,select another location and look if your project pops up.
You should be able to create projects, but the standard project is called ‘SketchUp’. It is a folder. The skp files might be there.
You are now not just a creator of .skp files, with the upgrade to Shop/Pro subscription, you are now ’stakeholder of your projects’
Already checked all of those areas.