Sales Questions

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.

 

Common Questions

What is co-terming proration?

If you have multiple subscriptions in your account, we can help you configure each subscription to have the same renewal date. This is called co-terming. When co-terming your subscriptions, we'll adjust the cost, or prorate, applicable subscriptions so they share a renewal date.

Here's an example:

Alison purchased a subscription with a renewal date of May 1, 2024. Two weeks later, she purchased another subscription. Rather than renew the second subscription on May 15, 2024, SketchUp will prorate the cost for the new subscription, adjusting the subscription cost with credit for the two weeks difference. Both subscriptions will now share the same renewal date of May 1, 2024.

How is sales tax calculated?

If an item or service is subject to local sales tax, the tax amount is 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. Review your local tax laws for more information.

Tax-exempt purchases

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

Can I get a refund if I cancel my SketchUp subscription?

Refund requests must be made within 14 days of the original transaction. To request a refund, or if you have questions regarding a refund, contact our Support team using our Customer Support contact form. The refund request must come from the same email address or company domain associated with your SketchUp account. Include the email address used for the transaction, the account number, and the date of the transaction.

Can I buy a SketchUp Subscription as a one-time-only purchase?

SketchUp Subscriptions are available for purchase as a pre-paid subscription. If you do not wish to continue your subscription you may remove your auto-renewal options at any time in the Account Management Portal. For more information see Billing and Payment.

I have not received a verification email. What should I do?

The best way to make sure you receive all communications in regard to your Sketchup subscription, whitelist the following email addresses or domains:

If those email addresses or domains haven't been whitelisted, it's possible that your licensing email was redirected to a spam folder. If you're unsure how to whitelist an email address in your spam filter settings, you may consider adding [email protected] to your address book or contacts list.

If you have a Classic License, use our License Manager to locate your authorization code or by clicking the email icon below your license number in SketchUp.

If you still need some help, fill out a support contact form with your account or license details, what steps you have tried, and all of your contact information included.

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 can I cancel a SketchUp Studio trial?

You can stop using your free trial at any time and there is no need to cancel the trial. Since we don't collect payment information when you sign up for the trial, we won't charge you when it's over. If you would like to uninstall SketchUp after your trial, see Uninstalling SketchUp.

Is there a contract with a SketchUp subscription? Can I cancel anytime?

When you purchase a SketchUp subscription, you'll pay for the full term of your annual subscription. You have 14 days from the date of purchase to request a full refund.

No refund requests, full or partial, are accepted after 14 days from the date of purchase. You may adjust your auto-renew options in your Account Management Portal any time to make sure you aren't charged again at the end of your subscription period. You will still be able to access the products and features in your bundle for the remainder of your subscription term. To request a refund, contact our customer support team.

Is there a monthly subscription tier or payment plan available for SketchUp?

Yes! For more information see Plans & Pricing.

Can I use SketchUp for free?

Yes! SketchUp Web is a truly free product for personal projects (non-commercial applications). It works with most devices using a current web browser.

Are there quantity discounts for SketchUp Pro?

Yes, there are quantity discounts available when purchasing multiple copies of SketchUp Pro at the same time. For more information, visit the Plans and Pricing.

Can I upgrade a license purchased from a reseller?

To upgrade a license provided by a reseller, contact the reseller for their upgrade terms.

Do you offer licenses specifically for non-profit organizations?

Qualifying organizations may be able to obtain a SketchUp Pro subscription at a highly discounted cost. Visit SketchUp for Non-Profits for more information.

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