Editing or Removing Pending Users

Kimberly Loveless

Since Smartsheet has recently removed the option for System Admins to delete users from an account I am wondering how I would go about editing and/or removing an account that is not active on the account yet.

I have a user that has not been receiving the invitation emails (I have had them check their spam folder as well) and would like to now try using a different email. However without the account being active I can't update the primary email for the user and I cant remove the pending setup for them to start over.

What is the best way to handle this as I would like to avoid maintaining users that will never go past the "Pending" stage to become "Active"?

Colleen Patterson

@Kimberly Loveless

My system is still showing pending users as a viewable (and delete-able) list.

From the User Management Screen, you can use the dropdown in the top right, and select Pending in the bottom section. Once you see the user, the kebab menu can be accessed with Delete user available. I actually did user cleanup using this workflow as recently as this morning.

Kimberly Loveless

@Colleen Patterson mine only shows this when I open the menu

and this when I open the edit user one

Colleen Patterson

@Kimberly Loveless under yourself, are you set to System Administrator? This is the menu that I am seeing under the user menu within the list of Pending, and if you select into that user under the kebab in the top right corner, I see these options as well.

Kimberly Loveless

@Colleen Patterson

Yes I am listed as the system administrator. I have a similar list for active/deactivated users (below) but the screen shots I shared before are the options I have for pending users.

Colleen Patterson

@Kimberly Loveless

In this article, it does review updating users as well as Deactiving a user

https://help.smartsheet.com/articles/2481891-admin-center-add-edit-and-deactivate-individual-users

That does imply that if you enter the Edit screens for your pending user, you may be able to assign them the second email as an alternate, and they will send the invite to that new email.

Kimberly Loveless

@Colleen Patterson that is greyed out for the pending user unfortunately 😕

KatV

Kim, I have this same issue and came across your question. I also, am the system admin and I am seeing exactly what @Kimberly Loveless is seeing and very much would like to clean-up these users that have for one, not accepted their pending invite, or even declined it. I have no way to remove them just as Kim is seeing. I see the exact same thing she sees in my dropdown.

JessicaHall

I am having the same issue as @Kimberly Loveless and @KatV and see those exact same options as well. There is no way to delete Pending users or any user any more for that matter. How can we move forward removing users as needed? This seems important.

M_Rogers

@Kimberly Loveless, @JessicaHall, @KatV Same issue as above - I had to contact support to have them removed. An oversight to not provide a mechanism to manage our pending users. Understand Active users who have audit trails etc. but Pending users we should be able to remove.

Kimberly Loveless

@M_Rogers yeah I put one in but have only been sent articles, no actual help so far.

Laura J

I have the same issue and opened a ticket. I was sent the same article and then my ticket was closed, but it doesn't work. I can't add an alternate email to a Pending User. I can't deactivate or delete a Pending User. We need a solution so we can delete users that never accepted the invitation and left the company or were set up in error.