Support Center FAQ

Last updated: May 14, 2026•3 min read.

Trimble’s Support Center offers an authenticated support experience for all Trimble Products, and that now includes SketchUp. That means the way you get help from SketchUp or another one of Trimble's support teams may be changing. To help navigate this transition, we've collected some frequently asked questions and their answers below.

Is a Trimble ID required to access support?

Yes. You must login with your Trimble ID to access the Support Center.

Why do I need to login using my Trimble ID when I didn't have to before?

The Trimble Support teams want to make sure your account data is kept secure. In addition to elevated account security, logging in with your Trimble ID enables support teams to provide you with a more personalized experience.

I don't know if I have a Trimble ID. Where can I find my Trimble ID?

Your Trimble ID is the email address along with the multi-factor authentication methods tied to your Trimble account. Use those same credentials when logging into the Support Center. If you know your Trimble ID but are having sign in issues, see Troubleshooting Trimble Identity.

If you do not have a Trimble ID, you can create one. For more information, see Creating a Trimble ID.

Will the link I use to get support change?

No. The link you use to get to the current support webform will now take you to the Trimble Support Center.

I have a Trimble ID and use SketchUp without a subscription. Can I still create a support case?

No. SketchUp Support is not available for Free users or during a SketchUp trial. You can still access the SketchUp Community and ask for help, or browse the Help Center for articles that can help you.

Can I still access the SketchUp Help Center without logging in?

Yes. SketchUp's Help Center is public. All articles are available without the need for a login.

Will my existing, open cases appear in the Trimble Support Center?

No. The support team will work through and resolve your case in the older support case system. Only cases submitted on the Trimble Support Center will appear on your list of cases.

Can I review my older support cases in the Support Center?

No. Only cases submitted in the Trimble Support Center will appear in your list of cases.

Is Live Chat available?

Yes. After accessing the Support Center, you can initiate a live chat. Since you are already logged in, your account details will already be available to your chat partner.

What type of case is considered a General Case?

A General Case is a support case unrelated to how the product you are using works. Examples include:

Account Management — Name changes, personnel changes
Billing — Credit card issues, billing statements
Licensing — Managing users, license access issues
Sales — Pricing, plan upgrades

What type of case is considered a Product Case?

A Product Case is a support case regarding issues that occur when using a product. Examples include:

SketchUp is crashing too frequently
LayOut can't import SketchUp models
A model won't open
An exported file isn't working

When I create a case, is it still going to SketchUp's Support Team?

Yes. The SketchUp Support Team isn't going anywhere and will continue to provide you with the same level of customer support.

How can I reach support if I'm having trouble logging in?

If you are having trouble logging in with your Trimble ID, see Troubleshooting Trimble Identity.