Hope you’re well. thank you so much for your response. I’m just a bit confused because I wasn’t able to find anything in SketchUp’s support policy indicating that SketchUp Free users are completely ineligible for customer support. The policy explains that technical support is provided to current subscribers, but it doesn’t clearly state that SketchUp Web (Free) users are excluded from receiving as assistance- particularly for general issues or guidance.
I’ve also received help from customer support in the past while using SketchUp Free for a different issue, and in fact, I received a technical support case on the 28th of February 2025 while using SketchUp Free Web. Please feel free to check the records for confirmation. This makes the current situation feel inconsistent with my previous experience, which is why I’m hoping to understand the criteria more clearly.
I fully understand that paid plans receive priority and more comprehensive support. However, since the policy does not explicitly state that free web users are denied support altogether, I would really appreciate clarification and, if possible, any assistance you might be able to offer regarding this issue.
Support. If Customer is eligible for Support and pays any applicable fees, Trimble will make such Support available in accordance
with the Support Terms or as Trimble may otherwise expressly provide in writing. Unless otherwise set forth in writing by Trimble, Support is not available for Free Versions or Trials and Betas.
Ah, I see the confusion here. Sorry the page is not more clear. As you say, the page indicates that “technical support is provided to current subscribers” and you currently are not subscribed as you are using the free version of SketchUp. If you were a subscriber, you would be using a paid version of SketchUp and thus would be able to get support.
As for past support, I am not able to access that part of the system so I can not do that. I can reach out to the support team sometime after they are caught up on their cases (we are experiencing a high volume of cases at the moment). That might take a while though so I would not expect to get a reply from them for some time. Also, I am a bit unclear as to why a past case would or would not be relevant to the current situation. Maybe I am missing something though so please feel free to add some context if you want.
Hi Casey. Thank you for your time and for trying to help. Much appreciated. I understand that technical support is generally for paid subscribers, but my current issue is technical and critical for my work. Previously, on February 28th, 2025, I received support while using SketchUp Free Web for a technical matter, which shows that guidance has been provided to free web users in similar cases.
I’m not requesting full subscriber-level support-just some guidance or advice to help resolve this issue. I would greatly appreciate it if the support team could review it when possible.
My gut feeling tells me you are using SketchUp Free for commercial work (which is in violation with the EULA) and trying to get support while clearly not entitled to it under the pretence of testing (for at least 9 and a half months!) before buying Pro..
My advice: buy a subscription for SketchUp Pro and then try to get this resolved..
Yes, I do have important projects on there. These are personal projects I create in SketchUp to learn and practice, and I’ve spent a long time working on them—hence why I referred to them as “projects.” They’re solely for my own use and not for anything else. Please don’t spread false information; it’s not really anyone else’s business except for sketchup. I’d appreciate it if you didn’t stir things up. They’re simply for hobby use and for me to practice and learn from. Thank you.
Hi Casey, I can certainly PM you the technical case number from February 2025 so you can review it. It shows evidence of the technical support I received while I was using SketchUp Free, if you need further evidence of this.
you seem to believe that since you got help 9 month ago, you’re entitled to more help now.
That’s not the case. you were not a subscriber, and should therefore not have received tech support, yet you did, good for you, you were in luck.
that doesn’t change the situation, you’re asking for official support without being a subscriber now, and it’s not covered in the EULA.
Reach out to your university, have them fix your email so you can have access again to it and you can reset your password or something else needed.
Have you tried getting the university to reinstate the account so you can get your work back? It seems this would be the easiest and fastest way to get access to your work. You could then save your work to your personal computer and use it with an account you register with your own private email.
I’m curious how the privacy / security and legal issues here overlap.
Thank you for your response, I appreciate it. I did try contacting my university, but since I graduated in 2023, they weren’t able to help because it’s been too long. My university email expired without me realizing, as I was still able to log in to SketchUp normally—at least until SketchUp updated their system and introduced the one-time verification code. After that, I tried logging in through Trimble Connect since it doesn’t require a verification code, but it still wouldn’t let me in and said my username or password was incorrect. So I’m completely stuck right now.
On top of everything, having two people on the forum attacking me, acting suspicious toward me, and making false assumptions is making the situation even more stressful. It’s really not nice, especially since I’ve been nothing but polite to them. I hope I can receive the support I deserve and not be treated this way. It’s quite disappointing—especially because one of them is a “SketchUp Sage,” which makes the behavior even more confusing to me. I’m new to all of this, so I’m still learning how things work, and I expected helpful support rather than people being suspicious.
They are critical and time-sensitive because I’ve worked very hard on them, and I set a personal deadline to challenge myself not to spend too long on each project. You’re not being helpful by picking apart everything I say or by making false assumptions about me. It feels like I’m being unfairly judged simply because I’m using SketchUp Free.
You’re both going off-topic and making false assumptions about me, which goes against the community guidelines. I’m especially surprised that one of you is a SketchUp Sage. Instead of being helpful, your responses go against the whole purpose of the forum.
To be clear: I am NOT attacking you or acting suspicious toward you in any way or form!
I’m just expressing my concern, which I am totally entitled to..
Other people have allready made it clear to you that you are NOT entitled to official support, because you don’t have an active subscription..
You got a lot of helpfull support in the first 25 replies..
What I said wasn’t really off topic in my eyes.. But just in case I marked my first reply as “Off topic”
You are entitled to your feelings as am I. You came to a public user forum expecting help, I get that. But you’ll have to deal with other peoples opinions when you do so..
Most of us are here to help others with questions. We do this in our spare time, unpayed ofcource. We’re not here to troll you, but if you do think so, that’s your good right..
I sincerely wish you all the luck in the world and hope you get your problem resolved..
Wow this post just came up in my sketchup forum summary. The level of hostility to this polite, patient person is off the charts. Hope I don’t run into any issues anytime soon.
@Sarah_rengadesign, this doesn’t strike me as being very polite at all towards the SketchUp team. There seems to be a misunderstandig due to an earlier helpful thread by a SketchUp team member. Not making you deserve any new help.
But thank god, the issue seems to have gotten resolved by @Elmtec-Adam.
p.s. I have read the whole thread including the not so hostile posts !