I don’t know if this is the right category for this, but i feel like this is the only place to hopefully get a response. I recently bought a sketchup studion license, and when it was ready i recieved an email to set up but my subscription did not appear in my account. I sent in a support ticket and got a response email asking for my purchase number, but after replying with that and multiple support ticket requests aince the lack of response the past few days, i have still recieved no response. This is really frustrating becasue i have a project i need to get started on ASAP, and just have no way to contact someone or get a response to resolve this issue. I know last week was a holiday, but i sent in the responses before Thursday, and several this week as well. If there is any way to resolve this, that would be great. Thanks.
Hi @destiny00williams, thanks for reaching out. I am not a member of the support team and as a result I do not have access to their system so I personally can not help you out but I can ask the support team to take a look at this thread. Hopefully they can get you up and running soon!
Thank you! I really appreciate it!
Hi Casey,
We are facing the same situation as destiny00williams. We subscribed on 1st Dec and received a confirmation email that the order is being processed. But till today 4 Dec, no one processed our order, and zero response from the Support Team despite writing numerous messages to them. We don’t know if it is normal, but we did not receive a copy of the messages sent to Sketchup Team via the online form as an acknowledgment of our message received too. We too have a project that we need to get started on ASAP, but there is just no way to find anyone from Sketchup to expedite on the 1-2 days timeline to process a subscription order. Thank you so much.
Hi @ytnew, thanks for the post. It is still early in the morning at the moment in Colorado so the support team is not online yet and I have a meeting I need to prepare for but I am happy to pass along your post to the team once I have a moment. I will keep you posted on anything I hear.
Knowing the support team the first thing they will probably ask is if you have any alternate email addresses so checking those and making a list of them is a good idea in the meantime.
Edit: I have reached out to my support team contact and have not gotten a response yet. I’ll keep trying throughout the day and will let you know as soon as I have an update for you.
Edit 2: I just heard back and I can confirm that your ticket is in the queue. There is a backlog at the moment but we are making progress and I will keep you posted on any more updates.
Hi Casey,
I would like to let you know that we really appreciate this. Even seeing your updates to this thread gives us some assurance. Many thanks.
@ytnew Have you recieved your license yet? i purchased mine two weeks ago, and besides the message i got in reply(s, since they also all at once responded to my support tickets) because of writing this article and Casey informing the support team, i have not recieved any active responses from my emails since then. i keep getting emails that say “welcome to sketchup studio” but have no products available to me. I now have less than a week to complete a project, and that would be if i got the license today, rip.
@destiny00williams Nope Williams, we have not received any licenses too. I order a week ago, and i face the exact situation. I get the ‘a support agent will get in touch with you shortly’ email with a ticket number on a thursday and then that’s it. We now have less than 2 weeks to our deadline, and the other thing is we cannot open our other project skp files to check on the models when our construction team raises site questions. The free web-based sketchup cannot handle our files due to the sizes so we are really in a bad situation now, since skp cannot be opened by other softwares unlike .dwgs. We did not think that this could be happening, so now there is no backup plan.
What are you expecting to receive? If you’re waiting for a serial number and a code you won’t get that. Those were just for permanent licenses, now you just have to sign in with the mail you used to buy the license.
I am aware that you don’t get a license key. When I log into the account management portal I have no products available , and if I log into sketchup itself I also don’t have a license. I just expect to have the access to the product. But I keep receiving emails saying “welcome to sketchup studio” and when I log on it’s says no products.
@franciscofiallosb yup, us as well. Just that we are 1 step before where destiny00williams got to. we are still stuck at sketchup processing our subscription order. they did not charge our credit card, and when we sign in to sketchup, all we got is the sketchup startup screen showing that our license has expired and sketchup is here to help. Buy Sketchup. our account management portal shows that we have no products available too. so, we are stuck at order processing at the moment, for 9 days already. The last time we checked, our credit card details seems fine as well.
@destiny00williams Try writing an email for help to sales-support@sketchup.com. I managed to hear back from a real sales support staff. My problem has not been resolved yet, but I hope doing so may help yours.
Thank you, i just did. How long did it take for them to respond? My original support case only responded to any of my emails becasuse of this post on the same day as the post, and has ignored any emails from me since. It is really frustrating the only way to get a response is to make a public complaint. I have less than 3 days to complete a project now, and don’t know what to do to get a response lol.
sales-support@sketchup.com responded within the day itself, with someone writing back to me in a non standard-reply tone, and sounded genuine and sincere in helping me out. I hope he can help your case too.
@CaseyG I know this is not your department, but I still have no responses or idea of this and am getting desperate to be able to finish my project by Friday. If there is anything you could do or advise me doing I would greatly appreciate it! Thank you,
I have given up. none of my emails or messages have been responded to. it seems like sketchup has just taken hundreds of dollars from me and i am just screwed over. I need someone who can actually help me resove this, but there is clearly no way to even get in contact with someone who can help. 
Did your issue ever get resolved? I have not heard back from anyone including the sales support email…
Hi, yes my issue was resolved. The sales support helped to cancel my order and I re-ordered again. They processed my order within 10 minutes after the re-order.