My account is registered under my university email (I can provide it privately if needed). The problem is that my university email has expired, so I can’t receive any verification emails at all. Because of this, I’m completely locked out of my account.
I have multiple critical projects stored there, and I’m extremely worried I may lose them. I’m facing a deadline, and this issue is causing severe delays. I cannot continue my work until I regain access.
I’ve already reached out to customer support but haven’t received any response. I urgently need help either restoring access to my account or changing the email associated with it so I can recover my projects.
Please, I need immediate assistance. This is extremely time-sensitive and I’m desperate to get back into my work.
Hi @lianmerzah, if you purchased a license from a reseller they should be able to help you out as it is currently the end of the workday in Colorado where the support team is based. If you did not go through a reseller, then you have to wait for a reply from our support team and as I said, it is the end of the workday so they might not see your ticket until later.
Additionally, can you please let me know what type of license you are using and complete your forum profile with accurate information “SketchUp Web” is not an operating system and “Memory” is not a GPU. You sound like a spam bot with that information and we can not help you easily without that information.
Hi Casey, thanks for getting back to me. I just updated the information, and I hope everything looks okay now. I wasn’t sure what to put under the memory and graphics sections, so I originally filled them with placeholder words. I looked them up and updated them properly on my profile. Hopefully it’s all set now. Also do you know how long until I get a response from the support team? I submitted the form yesterday and still waiting
Why did you indicate a Pro subscription in your forum profile?
Put that in your forum profile then. Incorrect information in your profile just creates confusion and delay.
Since you are using SketchUp Free presumably this is for hobby use? Since your university email address has expired you would clearly not have access to SketchUp via that email address. Perhaps you can get the email address reinstated.
Oh, I didn’t realize that. I’ll try to update it. I’m still pretty new to all of this and just getting started. I use SketchUp Web to create quick models for projects.
What kind of projects? The free web version is for hoobbyist use. It is not for your interior design work or other commercial use. Neither is the EDU licensed version.
Thanks for clarifying! Just to confirm, I’m using SketchUp Web for hobby purposes only just experimenting and learning interior design on my own, not for any commercial work. Are you able to help?
If you were using your university email address which is no longer active, I’m not sure anyone can help unless you can get the university you were attending to reinstate your email address.
You’ve sent Casey on a wild goose chase with the incorrect information about the version of SketchUp and license type you have. If you fix your forum profile it may be that he can pass this on to someone in Customer Support and they can set it up so you can change your email address for your account. Technically SketchUp Free users aren’t entitled to customer support but maybe someone will take pity and help you out.
Fix your forum profile with the RIGHT information.
I’ve updated the information as suggested. As I mentioned before, I’m new to this, so I’m still learning how it all works so errors may occur. Please let me know if there are any information that doesn’t seem correct on my profile.
OK. So now that Casey has the right information, tomorrow when he gets in to work he can pass that on to Customer Support and if they have time and are willing to help they may do so. I wouldn’t expect much but who knows?
I’m confused by your issues.
If you were using the free version for some time to create your models you must have created a trimble login which is all you need to access the free version. The expiration of that email address wouldn’t necessarily change the login.
So technically you should be logging into the free version using that email address/username and the password you created.
Maybe a lesson learned. You should have used an email address of your own from the beginning. You might have to just create a new account and write off your earlier models.
I’m following up again because I still haven’t received any support with this issue, and it’s been over 72 hours now. I understand the team may be busy, but I’m really stuck and could use some help getting my models back.
I started using SketchUp Web to test the platform and to learn from it before deciding on a paid plan, and resolving this issue would really help me feel confident moving forward. I’d truly appreciate any update or guidance you can offer.
Hi again @lianmerzah, thanks for the post. I replied to your initial post with suggestions for how to resolve your issue under the assumption that you were using Pro or were using a student license as that is what your profile indicated at the time. If you are using the free version of SketchUp, we can not offer customer support as that is reserved for paid plans. I wish there was something I could do but there is nothing to be done.
This is a good time to bring up the concept of backing up files though so you and other users that see this thread can hopefully learn the 3-2-1 rule. Always have 3 backups of critical files on at least 2 servers (Like Trimble Connect) and have one on a physical drive in your home or office. 3, 2, 1. Easy to remember. I also recommend saving multiple versions of a file too for redundancy so you can “roll back” to earlier versions as needed.
Again, sorry I can not help you and best of luck with future modeling.
