Tech support

Technical Problems
1

How long after contacting technical support should I expect some kind of response? It has been a couple of days (weekend I know) but no message of receipt, and the problem still persists.

Solved, thank you.

2

Realistically asking your question here may well yield a faster result depending on your issue.

3

oh, well, then, you know. good :slight_smile:

don’t forget about time zones too.

4

Hence the question …

6

I have already asked a question on here to no avail, so I am asking how long will the official tech support take if anyone knows

8

We can’t tell you exactly how long it will take until you hear from Tech Support. According to the forum, your initial post was made one day ago. As I type it is just 6:00 am in Colorado so you’ll have to wait a bit and give them time to get in to work.

9

Hi Dave,

Thank you. I was unaware that all of the sketchup tech support was based in Colorado - I am in the UK so the working day is well under way here.

My first question on here was indeed yesterday, but I previously sent a ticket (I think) to technical support - I understand it has been the weekend but some companies tech support work weekends, hence asking the question.

I shall wait longer.

No problem.

10

Did you purchase your subscription from a UK reseller?

11

You could ask your question, you never know someone here may have an answer.

12

I bought it through apple

13

Here it is - When I sign into SketchUp it is only allowing me to use the free version, but my subscription is paid and valid until May 2026.

14

So probably Apple assigned a hidden email address.

@colin might be able to confirm that when he has a moment to look into the forum.

15

I sign in with my email address rather than via apple (although I can sign in via apple) so I don’t think that’s what it is..? However I am happy to be proven wrong if it means I can actually get some work done.

16

So it took roughly 15 posts to clarify your issue.

17

Hello: Here is some more information on Support hours and times:

Contacting Our Support Team

Still having an issue and you just can’t find an answer for it? SketchUp’s Support team can help!

Tip: SketchUp’s Support Team provides support for users with a current SketchUp subscription plan or those with a Classic License using a supported version of SketchUp. For more information see our End of Support Policy.

For support in English, our Customer Support team is here to help you Monday - Friday, from 1 a.m. MST - 5 p.m. MST. Please visit our Customer Support Center for contact options.

18

… which translates to 8 a.m. to MIDNIGHT GMT, Monday - Friday.

19

well turns out it got solved in the other thread (from saturday night) asking for help.

and it was a matter of using the right email.

1 Like
20

Thank you everybody.

I am not techy in the slightest and no idea why an email I haven’t used in 13 years and isn’t linked to my App Store in any way was used on a subscription 4 years ago..

But it’s done, I appreciate the help.

I don’t think the snarky comments from people are necessary - I asked for help on something I didn’t understand… :+1:t2:

1 Like
22

The question on THIS thread was about lead times for technical support, so actually that was covered right back at the start.