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Locked project even after paying for subscription?

Question asked by Ewan Oesterlein on Mar 31, 2019

I have been using SketchUp Web to build a model and saved it on the provided Trimble Connect cloud. For some reason a new SketchUp project has been created and the old one containing the model has been locked. I tried unlocking the model but, it said that i had to upgrade my account. After upgrading my account and paying just to access the models in the project, I still cannot access the project!! Someone please help as I need the models urgently.