I am a customer. How do I contact support?

Our support team is ready to help. You can send your questions to our support team. When contacting support, specify your problem clearly and include all significant details, including screenshots and error reports if possible. Your name, phone number, and Trimble Account information are required to obtain support. For more information see our Support Policy.

I am a Trimble reseller. How do I get technical support?

Contact the reseller support network specified in your reseller agreement with Trimble.

I am a Trimble partner. How do I get technical support?

Contact the partner support network specified in your reseller agreement with Trimble. If you need to contact your local reseller, visit Find a SketchUp Reseller.

My company has changed its name or merged with another company. How do I update my company name and manage my existing subscriptions?

If you purchased SketchUp through a sales rep or reseller, contact them to update your company name. If you purchased through our website, the company name on your account cannot be updated. Please cancel your subscription and place a new order with a different email address.

Why can’t I change my email address?

Your email address is tied to your Trimble ID. If you are the account owner and need to change your email address, the best way to do that is by transferring the ownership of your account to another user. For more information, see Managing Roles.

What is the difference between Billing Address and Account Address?

The Billing Address is the physical address on file with your credit card provider. The Shipping address designates the location where the product is used. Taxes are calculated based on your Shipping Address.

I have a problem with an invoice, a billing issue, or a payment. Where can I go for support?

You can always see your billing information, including your payment history and invoices, in the Admin Console and Account Management Portal (AMP). If you are still having trouble, contact our support team.

How do I change my credit card information?

Account owners can manage their on-file payment method from the Billing and Payments section of the Admin Console or in the AMP. This includes changing details, such as credit card numbers. If you are having trouble, contact our Support Team.

Do I need a Trimble ID to purchase or use SketchUp?

Yes. Both you and anyone you assign a seat to must have a Trimble ID. Assigning a seat in your account to a team member who does not have a Trimble ID prompts them to create one before they can use SketchUp. The new user will be sent instructions on how to set up their Trimble ID. The link in those instructions is only valid for 60 days. If the user does not create a Trimble ID, they will not be assigned the seat and the account owner will need to assign that seat to the user again.

I forgot my password. How do I reset my Trimble ID password?

If you know the email address associated with your Trimble ID but can't remember your password, use the Forgot Password link on the login page and follow the instructions provided to reset it. For more information, see Reset Your Password at the Trimble Help Center.

How do I change my last name in my Trimble Account?

Open the Admin Console and click My Profile from the left-hand pane to edit your personal information. For Trimble Account Management Portal (AMP), click Edit Profile under your name.