Common Error Messages

Common Error Messages

An error may occur while purchasing a subscription or accessing SketchUp services. Here’s what to do when you see one of the following messages:

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 happens when one of the eCommerce system services is not responding and should resolve itself. Try again after waiting a few minutes and refresh your browser session. If the problem persists, 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 happens when sign in credentials cannot be validated. Try to login again or click Forgot Password? on the sign in page. If the problem persists, 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 when an eCommerce system service is not responding and should resolve itself. Try again after waiting a few minutes and refresh your browser session. If the problem persists, 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 appears when selecting a different country on the cart page than the country associated with your account. 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. 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 happens when cached links are used to skip steps in the purchase process. You may need to go back to the previous step or reinitiate the purchase from the cart.

The previous checkout has been completed.

This error appears when a cached link is used after a purchase is complete.

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

The system was not able to connect to the payment gateway and should resolve itself. If the problem persists, 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 information. Check your billing address and card number and try again. If the problem persists, contact our support team.

There was an unknown problem with the payment gateway.

Try again after a few minutes. If the problem persists, contact our support team.

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

Inaccurate data may cause an order to be canceled. Review all information and try again. If the problem persists, 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.

Your order is processing and will be completed as soon as possible. If you do not receive any email from us within 48 hours, 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.

Your order is processing and will be completed as soon as possible. If you do not receive any email from us within 48 hours, contact our support team.

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

The eCommerce system is not working as expected. Wait a few minutes and try again. If the problem persists, contact our support team.

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

The eCommerce system is not working as expected. Wait a few minutes and try again. If the problem persists, 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.

If you selected the auto assign option at checkout, this message appears when the system fails to assign the subscription as expected and may be because you were already assigned a subscription to the same product from the same organization. You can manually assign the subscription in the Account Management Portal (AMP). If the problem persists, 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.

Check your information for errors and try again in a few minutes. If the problem persists, 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, contact our support team.