Customer care

Support Policy

Updated September 10, 2026

Support scope

Support covers installation, activation, device-change requests, reproducible defects and documented MakeRoof workflows. Contact makeroof3D@gmail.com.

What to include

Provide the product name and version, SketchUp version, operating-system version, purchase email, public order reference, steps to reproduce and relevant screenshots. Remove confidential project information before sharing support materials. Do not send payment card information or post license keys publicly.

Response and resolution

Requests are handled in the order received, with security and delivery incidents prioritized. Complex compatibility issues may require diagnostic files or a product update. No guaranteed response time or round-the-clock support is included unless separately agreed.

Limits

Support does not include custom modeling services, unrelated SketchUp training, modification of third-party products, or assistance with unauthorized copies.

Updates and eligible versions

Paid licenses include one year of updates. Your update-expiry date is shown in your license information. Expiration of update coverage does not, by itself, end your right to use an eligible version. Versions released after that date require renewed update coverage.

The same license entitlement applies to the website and Extension Warehouse editions. Extension Warehouse distributes extension packages; downloading or installing an update does not extend your MakeRoof update entitlement. If you install a version outside your entitlement, contact MakeRoof support for assistance with an eligible version or renewal.

Checking your results

MakeRoof assists with modeling and estimating; users remain responsible for checking geometry, quantities, prices and suitability for their project before construction or procurement.