When working with BIMcollab Zoom, you may encounter issues retrieving your paid license. Below are common error messages and their solutions.
General Considerations
Note that you can work in multiple BIMcollab environments and have access to a paid BIMcollab Zoom license from only one or multiple spaces. It is important to know from which space you have an assigned BIMcollab Zoom license.
Always make sure that you are trying to connect to the correct space!
📝 Note: For detailed information on how to log in to the desktop app, go to the BIMcollab Zoom login article. And if you want to access your license, check out the article Retrieve a BIMcollab Zoom license.
Error: Could not connect to space
If you see this error message, it means that most likely you have made a typo in the space name. Double-check the correct space name (e.g., yourspacename.bimcollab.com) and try again. Also, make sure that you are connected to the internet so that BIMcollab Zoom can connect to your BIMcollab space and retrieve the license.
Error: Trying to activate a Single license (aka Personal) as a company license
If you have a company license assigned to your email address but are trying to connect to join.bimcollab.com, you will get this error message. To fix this, make sure to choose the company license option and enter your login credentials associated with the private BIMcollab space you want to retrieve your license from.
❗ Warning: Currently, all single BIMcollab Zoom licenses are still retrieved via join.bimcollab.com. Please note that as of October 1st, 2025, join.bimcollab.com is no longer available for user login.
This change does not affect the way you retrieve your Zoom license, only the login access to the Join space has been discontinued.
To continue collaborating seamlessly, explore our available plans on the pricing page.
📝 Note: For more details on the single versus company licenses, check out the Retrieve a BIMcollab Zoom license article.
Error: User not in space or misspelled email address/password
If you get the error message that the email/password combination is not found in the space you are trying to connect to, there are two reasons for this:
Misspelled email address or password: Make sure there are no typos in the email address and the password you are using. Double-check whether you are using the correct combination of credentials for this space. If you forgot your password, turn to I cannot log into my BIMcollab space to reset it.
You are not invited to the space: Make sure you have been invited to the space. Check with a project leader who can invite users or an admin to whom you have been invited to the space.
📝 Note: If you did not receive an email invitation for the space you are trying to connect to, refer to this article Space invitation not received.
Additional Steps
Two other common issues can cause difficulties when activating or connecting to BIMcollab Zoom. Be sure to check the following:
Your proxy settings: Fill in your proxy settings
Your firewall: Allow communication to BIMcollab through the firewall