Frequently Asked Questions

Below are the answers to the most common questions frequently asked by our customers. If you don’t find the answer to your question below, take a look at our Documentation.

System Requirements

Sketch 42 and above requires Mac OS 10.11 or higher. As documents get more complex though, involving multiple Pages and hundreds of Artboards, a powerful Mac with more RAM will definitely help. Please download our 30 day free trial to test the performance before you purchase.

If you are running an older version of Mac OS, please check our Updates page for links to download older versions.

Where can I learn more about how to get started with Sketch?

Novice and advanced users can find more detailed information about Sketch and its features in our Documentation. You can also take a look at our Learn page where we feature videos and other content to help you get started.

Where can I find the End User License Agreement (EULA)?

You can read the Sketch End User License Agreement here, which is a legal contract between a software application author or publisher and the user of that application.

Licensing

How long does my license last for?

Your license is valid for a year from the date you purchase it. For example, if you purchase your license on 1st January 2017, you’ll get regular updates to Sketch up to 1st January 2018. To receive updates after that date, you’ll need to renew your license.

Where can I find my license key?

You should have received an email with your license key upon purchase. If you can’t find it, you can retrieve it by filling out the form on the License Recovery page.

Can I install Sketch on multiple computers?

When you purchase Sketch, your license entitles you to use Sketch on one computer only. If you have multiple Macs, or people using Sketch, you can either purchase a volume license at a discount, or add more seats to an existing license key.

If you’ve bought a new Mac and want to use Sketch, you’ll need to unregister Sketch from your old machine first. To do this, choose Sketch › Unregister Sketch… in the menu and confirm the alert that appears.

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. You can also access your invoice via the License Manager.

Can I manage the devices registered to my license(s)?

You can check your invoice and active devices, unlink devices, add seats to your license, and more via our License Manager.

Can I purchase a volume license key?

Yes you can. When you buy two or more copies of Sketch, you are eligible to receive volume pricing.

If you’re an educational institution that is interested in volume licenses, please submit your information through our Education Store. Make sure to include the number of seats you’re interested in and a member of our staff will contact you as soon as possible.

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 add seats to your license visit our store.

If you’re an educational institution that is interested in volume licenses, please submit your information through our Education Store. Make sure to include the number of seats you’re interested in and a member of our staff will contact you as soon as possible.

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.

Do you provide discounts for educational institutions?

Yes, we provide discounts for educational institutions. Please submit your information through our Sketch Education Store. Make sure to include the number of seats you’re interested in and a member of our staff will contact you as soon as possible.

Do you offer refunds?

If you’ve changed your mind, and you no longer wish to use Sketch, we can offer a full refund within 30 days of you purchasing Sketch. Simply email us your proof of purchase and a member of our customer support staff will help you out.

Please note: You can try a fully-featured version of Sketch before you buy with our free 30-day trial. Download the trial here to see if Sketch is right for you.

License Renewal

Why has my license expired?

When you purchase Sketch for the first time, you can use it for as long as you want—but you’ll only receive free updates for a year from your date of purchase. If you find that your license has expired after that year don’t worry, you can continue to use Sketch on your last-updated version. You will not be eligible to download any further updates without first renewing your license.

What happens if I don’t renew my license?

If you don’t want to renew your license after it expires, you can continue to use the version of Sketch that you have, for as long as you want. You will not be able to upload your documents to Cloud however. If you decide you want to renew at a later date, that’s fine. We’ll be waiting for you!

Do I need to renew my license to receive fixes?

We split out Sketch releases into regular updates and bug-fix updates. You’ll always be entitled to a bug-fix update for your last version, even after your license has expired.

Reporting Bugs

I’ve found a bug or have a feature request, 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 document 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. It will be also very helpful if you provide the Console output, see directions below on how to do that.

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

How do I find the Console output to share with my bug report?

Please launch the Console application (from the Utilities folder inside your Applications folder). It should open to All Messages, showing the log entries for everything that’s happened recently on your Mac. If you’ve previously narrowed the Console results, show the Log List and select All Messages before proceeding.

Switch back to Sketch, and try to trigger the issue you were experiencing. This will (hopefully!) print some output to the Console.

Return to Console and from the Menu Bar choose File › Save A Copy As… and attach the file to your report to aid in our investigation.

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

Yes, you can contact us directly. 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 will not be 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:

  • Ensure both devices are connected to the same Wi-Fi network.
  • Are you running the latest versions of Sketch for Mac and Sketch Mirror?
  • 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.

If you still can’t connect, please get in touch with our customer support, and we’ll help you get Sketch Mirror up and running.

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. You may have to ask your network admin to add a rule to allow _sketchmirror._tcp.local traffic in the network.

Is there Sketch Mirror for Android?

There is no official Android version of Sketch Mirror, but other people have built apps for Android that work well with Sketch:

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.

If you have a file that’s not working as expected with Sketch, we’d appreciate if you could share it with us. We’ll analyze what may be causing the incompatibility and fix it in a future release. Please use our customer support form to send us your files.

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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