Possibility 1
When you purchase SketchUp, you will receive an “Invite” email from Trimble. You must accept this or the license cannot be linked to your email address.
After you accept the invite, you can log out of SketchUp (Sign Out) and log in again (Sign In).
Possibility 2
Many customers (unknowingly) log in with the wrong email address. Often this is a private email address such as a Gmail or Hotmail.
The license is linked to the email address provided to us. If you log in with an email address other than the one provided, SketchUp cannot access the license. To check if you are logged in with the correct email address, you can start SketchUp and click on the puppet in the welcome window. Click “Sign Out” and then “Sign in” again to log in with the correct email address.