Common Questions

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?

Contact our support team for assistance with updating your account.

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 canceling your subscription and creating a new Trimble ID for the new subscription.

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 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 Account Management Portal (AMP). See Billing and Payment for more information. If you are still having trouble, contact our support team.

How do I change my credit card information?

The Account Management Portal (AMP) is where account owners can manage all of your payment options. If you are having trouble, contact our Support Team.

Do I need a Trimble ID to purchase?

Yes. Assigning a seat in your account to a team member who does not have a Trimble ID creates one for them. The new user will be sent instructions on how to set up their Trimble ID. The link in those instructions is only valid for 72 hours. 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 How do I reset my password if I can't log in? over at the Trimble Help Center.

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

Open the Trimble Account Management Portal (AMP) and click Edit Profile under your name.