First i tried out a trial version, after I subscribed for pro version however, when starting up Sketchup Pro - Desktop it is still indicated as a trial having related restrictions. i tried logging out and in, reinstalling, reassigning license from admin panel - nothing worked.
I need to access the full pro version asap as I have a project to review till 12 sept, would appreciate any help at this point as i tried everything listed online to no success…
The trial version has no restrictions..
I believe the trial will automatically become Pro after the trial period.
If logging out and logging back in to SketchUp doesn’t help, check in your account that you have assigned the license to yourself.
it has towards “Add Location” restricting ability to change size of the area selected
thanks, however as indicated in the text, none of this worked
We are an user forum so we don’t have access to your license details. You should contact SketchUp Support via the SketchUp webpage.
Are you sure you didn’t purchase a SketchUp Go subscription by mistake? That only works with the Web and iPad versions.
I tried looking up what entitlements you have, and couldn’t find any, not even the trial version.
You should contact Support, and they can check if there is a problem with your account. You can use this form:
Yeah i understand that, and thank you for your attention.
Yeah, sure about it..
Thank you for your time, that is my understanding as well that somehow my Trimble accounts subscription is not depicted at products at Sketchup at all… only thing i was able to find regarding that was that sometimes there is an issue with sync between two accounts (possible caused by me as I first logged in for trial through Gmail sync directly, and then crated Trimble acc when purchasing using same Gmail - it most likely led to duplicated instances which system was not able to recognize - ending up desyncing Sketchup and Trimble accounts).
As I understand, with the older version of admin panel it was possible to switch between such accounts, however looks like current admin panel and Trimble binds this accounts together (I tried using older admin panel as well, it recognizes existences of multiply accounts but they sim to be bound with each other - i tried adding avatar to one to recognize on which acc I’m as they have similar names and email attached to them, after switching to another - avatar was there as well…).
So, in the end, I ended up with situation when on the one hand license is assigned (picture 1), however there are no products at any of user pages (picture 2).
Or - maybe I simple totally misunderstand how it all works..
p.s.: also at the screenshots you can see that avatars for the accounts for which license was assigned and where product is being checked are the same…
As you suggested, I tried to Contact support but had no answer for 5 days, so hoped to find any known solutions that I haven’t yet tried, that users could suggest…
I may be in a similar situation, but not exactly. I just spent almost an hour updating my subscription and rather stumped by two different login URL’s, one that shows nothing, and another that’s got all the correct information.
Are you able to launch SketchUp itself? Under Licensing, is there a button for Manage My Subscription or something like that? When I just went to the SketchUp website on my own and logged in, I got to an account management page that doesn’t acknowledge any products or history. In contrast, when I hit that button from inside SketchUp itself, it took me to a different URL, and that one had all the correct info. Both pages show the same name, email, avatar and account number as far as I can tell.
Thank you for your reply, yes I tried it but it only indicates existence of trial subscription. Tried to remove login.ini to flush date, tried to login using Gmail, or with direct account - same outcome..
I can see both your Pro and Studio Trial subscriptions on our entitlements checker so you do seem to have products correctly assigned.
Trimble are currently in the middle of a large entitlements system project so this may be causing issues, I’ve asked the SketchUp team responsible for this to investigate.
@RTCool This project is why you currently see a collection of different management portals too, eventually it will all be rationalised, but the transition period is tricky as we need to keep users who bought licenses through the old systems running as well as service users on the new systems. If you are getting access problems it seems we didn’t succeed with that balancing act 
Please do keep reaching out to support for help though as that’s the only way we can understand the magnitude of the issue, and get all user details that they cannot share publicly.
@gogi11 Please try again, the team suggests there was a temporary outage of Trimble services.
Dan
Thank you for your reply, however the issue still persists without any changes, i tried to reach out to support. The front support was unable to help me - my issue was escalated further - currently I’m waiting on their reply.. I will keep this thread updated for the future use if anyone has same issues.. however at this point i think easiest solution would be to create a new email and move license to it or if it doesn’t work to ask for a refund a subscribe anew with another email…
Hi @gogi11 ,
Thanks for trying again. I’ve done some more investigation and it looks like we have an issue with Studio trials and Pro licenses on the new subscription system. The Trial will effectively override the Pro capabilities, which shouldn’t happen.
I’ll discuss further with the team in charge of that system to see what changes we can make to unblock this.
Creating a new email won’t help if you move both licenses to it. The only workaround would be to have one email with just Pro, and one with the Studio trial.
Dan
Hello Daniel,
Yes, my understanding was the same. As an last-ditch measure I was planning to create separate email and to move there only pro (as trial is not indicated as a separate movable license as such) without subscribing it to any kind of trial versions… for now I’m still waiting on response for the ticket. Also, i would be totally ok if trial subs got deleted…
2nd week and still no solution last e-mail I received from the support after they already escalated it to higher level of priority 2 times - was 2 days ago stating that “I have escalated the problem to our Tier 2 department for further investigation. “ - at this point this is getting beyond frustrating and costly as most likely i will end up paying one month fee just for communication with support without a second actually used in Sketchup pro and i was never suggested to be compensated in any form for it… it is starting to resemble a scam…
The issue is still unsolved to this day, Support has yet to try to do anything other then suggest all over again to logout and login and escalate the issue to different tiers and honestly is being spectacularly lax and unhelpful down to the point when they took around 1 week to agree on a time for direct call, which should have been 2 days ago and never happened… At this point i addressed my bank asking to flag this transaction as malicious and start the process for the recompensation…
How can that be when the trial period is only 7 days?
Unfortunately most of us are just SketchUp users and therefore can’t help you.
I think Support should step up and resolve this.
Maybe @daniel_pidcock or @colin can pull some strings for you?
That would be weird as you are the one that did the transaction, or at least gave your permission for it..
It’s not that Trimble is denying you to use the program, it’s something technical..
Hope you get this resolved soon!
