Frequently Asked Questions

Here are some of the most common questions frequently asked by our customers and their answers. Please, take a look to these before asking.

Licensing

Where can I find my license key?

You should have received an email with your license key. If you can’t find it, we can send it to you again if you fill in the form on the License Recovery page.

Can I install Sketch on multiple computers?

As an individual user, your license entitles you to use a copy of Sketch on two of your personal machines. You can download the trial version from our website on the other Macs and you can use the same license key to activate those copies.

If you are a business or educational institution, and wish to be able to use Sketch with multiple people, please consider purchasing a volume license with the approriate number of seats.

I need an invoice, where can I request it?

If you purchased Sketch via our own store, you will have received an invoice as part of your purchase.

Do you provide a trial?

Yes, we provide a 30 day free trial that is available for download at our website.

Can I purchase multiple licenses at once?

Yes you can. We offer volume licenses licenses, with discounts based on the number of licenses purchased. To make a purchase, visit our store..

Are there floating licenses?

No, they are to be exclusively used on up to as many seats as purchased, and just that. If you need to disable/enable a license, please contact our customer support.

Can I add an extra seat to my existing license key?

If you bought Sketch on our site, then yes, absolutely. You will even benefit from our volume discounts. To extend you license visit our store.

I’m a student or teacher, do you provide discounts?

Yes, we provide a 50% discount for students, teachers and volume licenses. To receive your coupon code, visit our store and provide the following information:

  • School ID photo/scan.
  • Enrolment proof valid for the current studying year.

Mac App Store

I bought Sketch on the Mac App Store

We no longer sell Sketch through the Mac App store, but if you purchased it there you can still download a copy through the store and run it. If after that you download Sketch directly from us, we can recognise that you bought Sketch 3 on the Mac App Store and we will give you a free license for this new version automatically.

We do encourage you to switch to our version outside the Mac App Store as that version won’t receive updates anymore. To read more about our switch please read the announcement on our blog

Can I transfer my purchase from the Mac App Store?

Everybody who bought Sketch 3 on the Mac App Store will get a free license for our other version. Please read our blog post for more information.

I'm having troubles migrating, can you help?

There are two common problems when migrating from the Mac App Store to our own version. If you've filled in your email address, but never received your key and are still on a trial, please try the following:

  1. Download the latest version of Sketch 3 on the Mac App Store again (you'll find it in your Purchases tab)
  2. Quit the new version of Sketch and run the version from the Mac App Store at least once
  3. Launch the new version you downloaded from our website, and fill in your email address again.

This time the registration should succeed and your should receive your email

If the application does not launch at all, the issue is most likely that the app has been unzipped by an app that's not fully compatible with 10.11. If you try unzipping again with Apple's built-in Archive Utility, everything should work.

Reporting Bugs

I’ve found a bug in Sketch, how can I report it?

Sketch has a built-in tool to provide bug reports, crash reports, request features and give general feedback. Go to the Help item in the menubar and select Contact Customer Support.

Please provide as much info as possible, every detail counts. If possible, upload your working file to a service like Dropbox and provide the link in the description. Due to Sketch’s nature, most bugs are related to a specific element of your design and we need to inspect it in order to provide a fix.

All the information shared with us is 100% confidential and will not be stored.

Any other way to get in touch with your customer support team?

Yes, you can contact us directly by email. Alternatively, you can get in touch with us through Twitter or Facebook.

Sketch for Other Platforms

Is Sketch available for Windows or Linux?

Due to the technologies and frameworks exclusive to OS X that Sketch has been built upon, regrettably we are not considering supporting Sketch on either of these platforms.

What about a version for iOS?

We don’t currently have plans for an iOS version of Sketch for reasons beyond our control.

Sketch Mirror

I can’t connect Sketch Mirror to Sketch for Mac

Sketch Mirror relies on your devices to be on the same network, and sometimes that’s not the case, giving you an error.

Here’s a few steps you can check to ensure your configuration is correctly set up:

  • Are both devices connected to the same Wi-Fi network?
  • Are you using the latest versions of both apps, Sketch for Mac and Sketch Mirror for iOS?
  • Are the Wi-Fi security settings of your router blocking this kind of communication?
  • Have you tried connecting through USB? If not, read the next section.

Making sure your firewall allows Mirror traffic

If you’re using a corporate / campus network, those are usually fire-walled, and the required traffic for Mirror is sometimes blocked by default. Tell your network admin to add a rule to allow _BCBonjour._tcp.local traffic in the network.

Using USB to connect to Sketch Mirror

What you need

  • A USB cable.
  • An iOS device with the "Personal Hotspot" feature enabled (please check with your provider, as they may charge you extra for enabling it).

Steps

  • Open Settings on your iOS device, and enable Personal Hotspot.
  • Connect your device to your Mac.
  • Open System Preferences › Network on your Mac.
  • Your device should be detected and added to the list of devices. Make sure it’s the last device on the list, so you’re not using your data plan for desktop browsing (you can change the order of devices by clicking on the gear icon, then choosing "Set Device Order…")
  • As an extra (optional) step, you can disable your device’s Wi-Fi connection to make sure you’re using USB.

In case this guide didn’t help, please get in touch with our customer support.

Is there Sketch Mirror for Android?

As of yet, there is currently no Android version of Sketch Mirror.

File Formats

My SVG, EPS or PDF file is not displaying correctly

We’re always working to improve our import and export support for .SVG, .EPS and .PDF files. Some of these files files use specific properties that we do not yet support though.

In order to make sure Sketch can correctly import them, we’d it appreciate if you could email us any broken files so we can analyze what may be causing the incompatibility and fix it in a future release. Please send all files that do not import or export correctly to customer support.

Do you support other file formats such as Adobe Photoshop and Adobe Illustrator?

Photoshop and Illustrator’s file formats are completely proprietary. Only Adobe knows how to read these files properly and because of that, we cannot provide proper support for these.

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