Hello I did some contract work for a company who purchased Pro 2017 for me.
My contract ended and I continued to use the software at home on my own machine.
I want to upgrade to a newer version because the software continually crashes on my Mac and I am also considering going back to PC because of the crashing issue.
I have the license number and contacted support.
Here is their reply:
"Thanks for your note. We understand that you’d like to request information for a SketchUp Pro license. Since this license is registered to another email address: **xx, at an address different from the email address you are writing to us from, please have an authorized user contact us at http://help.sketchup.com/en/contact/customer-support from the email address/domain: **xx to retrieve the license or request changes to it.
You are also welcome to use our SketchUp Pro license manager to retrieve your SketchUp Pro license with the correct email address here: http://www.sketchup.com/license/renew.
Thank you for your understanding the importance of protecting the privacy of your SketchUp Pro license."
I was then contacted with:
"Thanks for your note. It looks like the license was originally associated with ***xx email address. If you are unable to contact us from that email address to confirm that this change of ownership is approved, we will need another form of proof that you are the authorized person to make the changes to this SketchUp Pro license. Please reply to this email with the last four digits of the credit card that was used to pay for the original license, the date of the purchase and the billing address associated with the order and we will be able to make the requested changes to your email address.
We take license privacy seriously at SketchUp. We appreciate your assistance and await your response."
I do not have that information.
I replied with:
" Please give me the price to upgrade to 2019 Pro or later.
If this licence can be upgraded, great. If not what is the cost?"
and was contacted a day later with:
“Thanks for your reply. This license was manually deactivated by the owners with the domain xx. Without access to this domain, I cannot assign it to you. If you believe that you own this license, you will have to contact them to be in touch with us about assigning it to you.”
THIS LEADS ME TO THE FOLLOWING:
If the license was manually deactivated by the company that purchased it (for me) then why can I not have the software that was purchased - for me? The company clearly has no need for it as they deactivated it.
I have the license number but not the email address that went with it.
This is very frustrating.
I continue to use this software on my home office computer but can not upgrade it due to no longer having the original email address. I am no longer in touch with my former company.
Has anyone else had this issue?