SketchUp Subscription Store FAQ

Common Questions

I am a customer. How do I contact support?

Our support team is ready to help you with any issue you may have with our products or services. You can send your questions to our support team by clicking the link here. Please specify your problem clearly and include all significant details. Your name, phone number and Trimble Account information are required to obtain support. (Bonus points for sending screenshots of any error messages.)

Which browser versions are supported ?

The SketchUp Subscription Store supports most browsers. The following list of browsers are verified.

• CHROME
• FIREFOX
• SAFARI 6+

Small form factor devices such as smartphones, tablets and 11" PCs are not supported.

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

The support system detailed here is provided for SketchUp Subscription Store customers. Please contact the reseller support network specified in your reseller agreement with Trimble.

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

The support system detailed here is provided for SketchUp Subscription Store customers. Please contact the partner support network specified in your reseller agreement with Trimble. Please visit this link for a list of authorized resellers.

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

Please click here to contact our support team.

Why can’t I change my email address?

Your email address serves as your unique credentials in the system. This is what ties you to the account. If you are the account owner and need to change your email address, the best way to do that is by cancelling your subscription and then reassigning your new TID (email address) as the account owner. Mark your calendar for when your subscription ends and is cancelled, so you can re-purchase a new subscription with your correct email address/TID.

What is the difference between Billing Address and Shipping 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 for your Shipping Address.

There is a problem with my invoice, what should I do? How do I get another copy of my invoice? How do I download my invoice again?

Please click here to contact our support team for assistance. You can let them know you need a new invoice sent. Please provide your TID and account number or Order number when you reach out to us.

There is a problem with my payment, what should I do?

Please click here to contact our support team for assistance. Please provide our team with as much information as you can, so they can find the information for you quickly.

How do I change my credit card information?

Click here to launch your account management page. From this page you can edit your billing address and company information for the subscriptions which you are the owner. Your shipping address will be entered when placing an order. If you have an entitlement, but aren’t the account owner, or provisioning admin, please contact them directly for questions about your account information. If you need help figuring out the account owner or provisioning admin, please contact us here.

Trimble Accounts

Do I need a Trimble ID to purchase?

Yes. Setting up your Trimble ID is easy and necessary to maintain your unique credentials in the system. You can setup your Trimble ID when signing in. If you are assigning a license to a team member who does not have a Trimble ID, the system will automatically create one for them, and they will be sent an email from Trimble with the account confirmation instructions. This link is only good for 72 hours, so if you have missed that window and know you created a Trimble ID, you can use this link to get started and confirm your Trimble account set up (first time only).

The Trimble Account activation link in my email has expired. How can I activate my account?

See above for the long version. This is the link that can be used.

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

Click here to access your account management page. You may reset your password using the Forgot password link shown on the sign in page. If you still have problems, please click here to contact our support team.

How do I change my last name in my Trimble Account. How do I change my email ID in my Trimble Account?

Please note that you cannot change your email address, since it uniquely identifies you in our system. Please click here to contact our support team for assistance.

Subscriptions and License Management

How do I assign purchased subscriptions to my team members?

Click here to launch your account management page. From this page, select the "Subscriptions" tab to manage subscription assignments.

How do I add additional seats to my subscription?

Click here to launch your account management page. From this page, select the "Subscriptions" tab. Click on the "Buy more" link to add more seats to your subscription.

How do I upgrade/downgrade my subscription?

These operations cannot be performed online. Please click here to contact our support team for assistance. Please note, you must be current and up to date with your account in order to receive assistance for this.

How do I cancel my subscription?

Click here to launch your account management portal. Expand the subscription you want to cancel by clicking on the '+' button. Now you can cancel the subscription by selecting the CANCEL SUBSCRIPTION link.

Errors and Notifications

There was an internal problem. Please try again. If the problem persists, contact our support team by selecting the Support link at the bottom of the screen.

This error is reported in situations where one of the eCommerce system services is not responding and should resolve quickly. Please retry the operation after a while and refresh your browser session. If the problem persists, please click here to contact our support team for assistance.

Sign in failed. Please try again. If the problem persists, please contact our support team by selecting the Support link at the bottom of the screen.

This error is reported when sign in credentials cannot be validated. You may try again being sure to enter your username ( email ID, Trimble ID ) and password correctly. If you forgot your username or password, you may recover them using the 'Forgot Password?' link shown on the sign in page. If the problem persists, please click here to contact our support team for assistance.

The requested service is currently unavailable. Please try again. If the problem persists, contact our support team by selecting the Support link at the bottom of the screen.

This error is reported in situations where one of the eCommerce system services is not responding and should resolve quickly. Please retry the operation after a while and refresh your browser session. If the problem persists, please click here to contact our support team for assistance.

Your cart details are based on the billing country in your profile. Please review your cart before proceeding.

This message is displayed if you selected a different country on the cart page than the country of record in your profile. You may review the cart again, confirm the price and currency, and proceed with the purchase.

There are already items in your cart. Please review your cart before proceeding.

This message appears if you already have items in the cart and add new items. You may review the cart one more time and proceed with the purchase.

Some steps in the checkout process are incomplete. Please try going through the checkout process again.

This error occurs when you use the links cached in your browser to go directly to a step in the purchase process, skipping steps that occur in normal operation. Please follow the standard workflow by selecting the Next button at each stage.

The previous checkout has been completed

This error is indicated when you return an intermediary step using the links cached in your browser after completing a purchase.

There was a problem connecting to the payment service. Please try again later.

The system was not able to connect to the payment gateway. This problem should resolve quickly. Please try again after a pause. If the problem persists, click here to contact our support team.

There was a problem verifying your credit card address. Please check your billing address details and try again.

The payment gateway could not verify your credit card address. Please check your billing address and retry the operation. If the problem persists, please click here to contact our support team.

There was an unknown problem with the payment gateway.

This problem is usually temporary. If you get this error, please retry the operation after a while. You may want to verify your credit card details and billing address one more time. If the problem persists, please click here to contact our support team.

Your order has been cancelled. Please contact our support team by selecting the Support link at the bottom of the screen.

Your order may be cancelled by the system if any of the entered data is deemed to be inaccurate. You may retry the transaction and carefully review all entered details. If the problem persists, please click here to contact our support team.

Your order will be processed shortly and you will receive a status update email. If you do not hear from us within 48 hours, please contact our support team by selecting the Support link at the bottom of the screen.

If you get this message, your order is in the system processing queue. Your order will be completed as soon as possible and the system will provide a status update email. If you do not receive any email from us within 48 hours, please click here to contact our support team.

Your order is on hold pending tax exempt status verification. You will receive a status update email soon. If you do not hear from us within 48 hours, please contact our support team by selecting the Support link at the bottom of the screen.

This message is presented if you register as a tax-exempt organization. The system will verify your eligibility for a tax-exempt purchase as soon as possible and communicate status updates via email from "trimble.com". If you do not receive any email from us within 48 hours, please click here to contact our support team for assistance.

Please try again, or contact our support team by selecting the Support link at the bottom of the screen.

This error is reported when one of the eCommerce system services is not responding. This type of issue should resolve itself quickly. If you get this error, please retry the operation after a while. Before placing the order again, please check your account and your payment history. Click here to launch your account management page. If the problem persists, please click here to contact our support team.

There was a problem with your order. Please retry the checkout process.

This error is reported when one of the eCommerce system services is not responding and should resolve itself quickly. Please retry the operation after a while. Before placing the order again, please check your account and your payment history. Click here to launch your account management page. If the problem persists, please click here to contact our support team.

The system was not able to automatically assign a subscription to you. Please use the Manage Account link to assign purchased subscriptions.

This message indicates that you selected the auto assign option but the system was not able to assign a subscription to you. It could be because you were already assigned a subscription to the same product from the same organization. In some cases the message is reported due to a problem with the email gateway or similar internal system error. You can perform the assignment operations in the Account Management page. Click here to launch your account management page. If still experience problems in the Account Management page, please click here to contact our support team for assistance.

There was a problem registering your company. Please retry the operation. If the problem persists, contact our support team by selecting the Support link at the bottom of the screen.

This error occurs if your company information appears to contain data entry errors. Please verify all information and retry the operation. You may also encounter this error when one of the internal services is not responding. In this case, the issue should automatically resolve in a short time period. If the problem persists, please click here to contact our support team for assistance.

The cart contains both items that have not been purchased previously on your account and items that you have purchased before. This system cannot process repeat and new item purchases in the same transaction. Please complete the new item purchases in one cart transaction and repeat item purchases in a separate transaction.

The system cannot process a mix of first-time item purchases and additional seats for existing subscriptions. If you get this message, review the cart and retry the purchase selecting only one type of subscription per cart transaction. If the problem persists, please click here to contact our support team.

Co-terming and Proration

What are co-terming & proration?

Co-terming is a technique in which all of the individual subscriptions of an account are configured to have the same term or renewal date. Proration is a cost adjustment technique that ensures that the purchaser only pays for the remainder of a co-termed new subscription. For example, suppose you previously bought a monthly term product that is due for renewal on 05-01-2019. The current date is 05-13-2019 and you are buying a new monthly subscription product on the same account. The co-termed new product will also renew on 05-13-2020. You will only be charged a prorated amount for only the remainder of the new subscription item's term ( i.e., from 05-01-2018 to 05-13-2018) and you can start using the new product today. On 05-13-2018, you will be charged the regular recurring amount for all your subscriptions, including this new purchased item.

Sales Tax Information

How is sales tax calculated?

If an item or service is subject to local sales tax , the tax amount is generally calculated on the total selling price of each individual item. Depending on local tax laws, the total selling price of an item may or may not include line item shipping and handling charges, line item discounts, and line activation charges.

Although delivered electronically, digital products and services may be subject to sales tax.

Tax-exempt purchases

Purchasers seeking a tax-exempt transaction must provide valid exemption certifications during checkout.

Sales tax collection

Trimble Inc collects sales tax in the following jurisdictions. Please note that taxability of products and services varies by city and state.

Credit Cards, Payments and Refunds

How do I change my credit card?

Click here to launch your account management page. From this page you can edit your billing address as well as your credit card or PayPal details. You must be an account owner to have access to this billing information). Please note that only one payment method will be stored.

How can I verify that my purchase and payment went through?

Click here to launch your account management page. From this page you can view your payment history.

How do I obtain an invoice for my purchase?

Receipts are sent directly to your email at the time of purchase from the domain “trimble.com” If you require a copy of your receipt, contact our support team by clicking here for assistance.

How do I turn off automatic renewals for subscriptions?

You cannot turn off automatic renewals. If you wish to cancel your subscription, you can do so from your account management page. Click here to launch your account management page. Expand the subscription you want to cancel by clicking on the '+' button. You can cancel the subscription by selecting the 'CANCEL SUBSCRIPTION' link.

I received an error message stating that the purchase did not go through. How do I pay for my product?

If you received an error message during the purchase process, you may verify whether the transaction was completed in your account management page. Click here to launch your account management page. Check your "Payment History" and "Subscriptions" to verify completion of your purchase. If your order is not listed, you may retry the transaction. If the problem persists, please click here to contact our support team for assistance.

Purchasers seeking a tax-exempt transaction must provide valid exemption certification documentation.

A valid credit card must be on file to support renewals. You can update the existing credit card information with details for a different card number as needed.

How can I request a refund?

Subscriptions are generally non-refundable. Some annual subscriptions have a 14 days from purchase refund period. Other than in cases of exercising an initial refund period option, cancelled subscriptions will be usable through the end of your current subscription term and will not be renewed. For more specifics, read our refund policy.

Product-specific questions

How do I download my product? How do I access my product page? Where can I get more information about my product?

Click here to access your account management page. Select the "Subscriptions" tab. The link next to the icon of your product typically launches a product page where you may find more information about your product and any download/launch links.

How long will my download be available?

If your product is downloadable, the link is typically available throughout your subscription term or the associated maintenance period. Please review your specific product's End User License Agreement and any associated Terms of Sale documentation for additional information.

SketchUp for iPad

Why isn't there a monthly option for Pro or Studio?

Go is the only subscription you can subscribe to on a monthly basis through the Apple App Store. We're always listening and learning from our community, so if you have thoughts about monthly subscriptions, share them in our forums.

Why can't I purchase a monthly Go subscription through your website?

Go subscriptions are only available to purchase on a monthly basis through the Apple App Store at this time. We're always listening and learning from our community, so if you have thoughts about monthly subscriptions, please share them in our forums.

Is the monthly plan cheaper than the annual plan?

Our Go monthly plan offers a more affordable entry point into SketchUp at $14.99/month. However, if you plan to use Go for a full year, you should consider purchasing an annual subscription ($119.99/yr) which is 33% less expensive than paying monthly for 12 months.