# Payment error and no support

**URL:** <https://forums.sketchup.com/t/payment-error-and-no-support/348980>\
**Category:** SketchUp\
**Created:** [August 11, 2026, 11:03am UTC](https://forums.sketchup.com/t/payment-error-and-no-support/348980 "2026-08-11T11:03:14Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![ricopeng360](https://avatars.discourse-cdn.com/v4/letter/r/e99b99/32.png) [@ricopeng360](https://forums.sketchup.com/u/ricopeng360)\
**Post date:** [August 11, 2026, 11:03am UTC](https://forums.sketchup.com/t/payment-error-and-no-support/348980/1 "2026-08-11T11:03:14Z")

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I purchased one SketchUp Pro subscription on August 11, 2026, but my subscription has not been activated.

The checkout created THREE separate orders, all showing “Processing”:

I only intended to purchase ONE subscription.

I urgently require SketchUp Pro for work. Please activate one of the orders as soon as possible and cancel/refund the two duplicate orders.

I cannot contact Customer Support because the Trimble Support Center displays: “You do not have access to support cases. Please contact your organization’s administrator.”

This is a personal Trimble account and I do not have an organization administrator.

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<div class="post-metadata">

**Author:** ![ateliernab](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/ateliernab/32/198399_2.png) [@ateliernab](https://forums.sketchup.com/u/ateliernab)\
**Post date:** [August 11, 2026, 2:15pm UTC](https://forums.sketchup.com/t/payment-error-and-no-support/348980/2 "2026-08-11T14:15:30Z")

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> [@ricopeng360](#):
>
> I cannot contact Customer Support because the Trimble Support Center displays: “You do not have access to support cases. Please contact your organization’s administrator.”

that’s because your order is still processing.

you can contact billing directly here

> **[Contact Trimble Inc. | Billing Support, Orders and more](https://www.trimble.com/en/contact-support)**
>
> Contact us via the general support form for information about Trimble orders, billing and product support.

the support you’ll get here is limited, almost none of us are SU employees, and even the few that are will likely redirect you to the support team.