User Deleted from our SS instance but cannot be added to other instances

Klynnie8

I am part of a large agency group. One of my SS users left our organization and went to a sister agency. The sister agency also uses SS and cannot add this person--they receive an error that that this person is part of my SS instance. I've checked our user lists and they are not there. I'm not sure why they are getting this error and don't know what to do on my end. Any help would be great.

Katie

Mike TV

@Klynnie8

Are they using the exact same email address as they were using when they were a user in your organization? If so, can't they use a different email address to register for this other agency?

Klynnie8

No, they arent using the exact same email address but our organization has two emails. 1 associated on the agency level and 1 that is associated w/ the larger organization's operations (re: timesheets, drop box account, etc.)

What we think is happening is that the operations emails are linked and are preventing this person from gaining access to the other instance. to me, it sounds like an IT/operations issue but i wanted to see if anyone else had a similar issue.

Mike TV

@Klynnie8

I'm not sure if that's possible but it sounds like what would be such a unique scenario that I highly doubt anyone in the SmartSheet Community is going to know the right answer with no access to see how your organizations are set up.

You probably just want to contact SmartSheet Support if you haven't already.

Andrée Starå

@Klynnie8

Here's the link to the new Smartsheet Support Portal.