My company has paid for a Sketchup Pro renewal subscription at the end of April 2024 yet when I try to open the application it states “Your license has expired”. I have contacted the help centre four times now in the past three days and had no response except an automatic reply. I can’t use the software. Is there a UK phone number I can speak to somebody on or a better way to get any urgent help?
Hi @paul.williams thanks for the post and sorry for the delay in our reply to you. Our reply time indicates that you should have had a response by now. I am not a member of our support team but I do have a few contacts I can reach out to on that team to see if we can find out what went wrong. Do you have a ticket number I can bring them so they can find your support request? It will help us to find a solution for you a lot faster.
In the meantime, I know from personal experience that the most common issue that causes this is users using a different email address then the one that is associated with their account. I know that this is pretty unlikely in your case but can you confirm that you are using the right email address while I wait for the support team to finish their morning meeting?
Hi Paul, I know this isn’t much help to you now, in future if you would like to purchase with UK based support, we are a SketchUp Gold Reseller.
01844 263777
Hi Cassey, I have now finally had contact from the help centre. It took four messages, a community message on here and a message on Facebook to get any attention after three days. Not great support for a long term user as I’m sure you would agree. Thanks for your help - Paul
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Thanks Adam, I will keep that in mind. Many thanks - Paul
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Sorry for the slowness in getting a response. Support would not have looked at the forum or Facebook, so the delay was just down to the volume of cases coming in.
Some day in the near future we will have an update that should take care of a lot of the issues leading to Support having such a high volume at the moment. I can’t tell you when that will be posted, but will try to come back here to let you know when it’s ready.
Replying to this older post since a newer version was not available 
This message keeps popping up each year even after renewing our license which is somekind of annoying.
Already contacted the firm we bought the license to ask them why it keeps popping up, and their answer:
“That’s Trimble’s logic. The current subscription is expiring, hence the message. Trimble will treat the renewal as a new subscription.
Unfortunately, we can’t change that.
The licenses will automatically continue without any issues.”
So i was wondering what the “Trimble logic” is they keep telling me to renew an already renewed license!?
It’s often the way with these big sprawling systems companies, there are probably 4 or 5 different platforms between the places where you purchase and where they send emails telling you to renew.
It may be that one email you see is coming from a marketing team and the data they have about users takes a few days to filter through.
You’ll see a difference in how this is reported even on your account management screen and in the sketchup software.
Each sketchup subscription is for a fixed term - the date is never extended, a new one takes its place - this has always been the case, so often you don’t see the new date anywhere until the old one has full expired.
Right now Trimble are in the middle of Switching most users over from one old system into a new one - so it’s even more complicated than it was in the past. Hopefully those changes will help with that kind of thing
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This morning i had a crash during startup, so i logged in to be able to continiue working. But as soon as i wanted to open a previous model this message popped up:
Any clue why???
Update:
So after i logged in i got this message and had to sign in … again?
Got that message last week. Rebooted computer. Made cup of coffee. Came back and all was fine.
Already rebooted, already logged in, already re-logged in, and already had two cups of coffee.
Some days i have the feeling i spend more time loggingin rebooting reloggingin fixing and waiting for the program to (no clue) save stuff (thinking what command i gave?), then actually spend time working … like today 
I don’t have these issues… only rarely.
I wonder how / why some people have their networks and machines setup as I suspect that causes most of the problems.
Like wise. Also wonder how other more havier and complex programs cause so little issues in comparison with sketchup
Somehow cant remember these many issues using the 2017 Make version 
Don’t mention that around my son-in-law. He uses several of the high$$$$$ design programs. He is constantly complaining about losing work and time due to issues with the software bugs.
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I haven’t used Autocad in a while but I remember losing a lot of time and work after the message “fatal error”, it was the worst nightmare for students, and it happened frequently to all of us. I have had crashes with other more “complex” softwares like Blender and Twinmotion, there’s no perfect software, all of them have bugs, the difference with sketchup is that bug fixes are realesed once or twice per year while Blender or Twinmotion release more versions during the same time lapse.
I haven’t used photoshop in a little over a year, yet it is still, by far, the app with the most crashes I’ve ever had.
and it was often a “time to unplug and replug your machine” crash, not just a “woops, launch again”
I admit I prefer SketchUp, otherwise i wouldn’t have used it since the Google era. But since I started using the pro version, the program seems to be becoming more unstable and crashing. Hence the current combination of SUP2025 (start a geolocation) and SUP22 (to finish the job). At home i still have SUM17 as a backup
I’ve just bought a brand new iPhone 17 Pro Max - the camera button didn’t function, I had to reset the entire device and find a weird setting and toggle it on and off in order to get it to function.
Also, had the “send” buton in the message app fail to do anything.
My expectations of “consumer” products are fairly high, but I guess like anything, these operating systems and pieces of hardware are so insanely complicated, it’s kind of a miracle they work at all.
I guess one thing to do is to have a device and keep it in a basic untampered incredibly stable form.
But with a PC I don’t even think that is possible - My laptop is made of 200 hardware components all with their own drivers and firmware that broadly have no awareness of what the other is doing.
Historically you might have avoided that and used a Mac which is more curated, but absolute isn’t immune to it either. That’s before we even think about the software that you are running on top of these things.
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