Issue with Account License from Business to Team

Hi Community,

I'm looking for some help with a license issue we're having.

It appears our license has been downgraded from "Business" to "Team", which has restricted all our functionality (i.e. workflows, forms, notifications, alerts, new sheets etc) about 5 days ago. This is causing some serious business disruptions with no understanding of when it might be resolved!

I've tried contacting Smartsheet in a number of ways over the past 5 days (account manager by email, phoning the main Smartsheet phone number and leaving a message, 3 different "contact us" forms on the website and attempting to access the Customer Portal), all with no response.

Unfortunately, the customer portal was not available to us due to the downgrade of our license!

If anyone knows how I could get in contact with Smartsheet, please leave a comment.

If a Smartsheet employee sees this, please contact me to help us sort out this issue.

Thanks!

Damien

Find more posts tagged with

Support

Comments

Genevieve P.

Hi @DR Chemist

Thank you for raising your concern with us! I checked in with Support and can see that you were able to create ticket number 06108871.

I will ensure that this ticket is forwarded to the Finance team so they can review recent changes with your account. They will reach out to you directly through a private channel and I'll follow-up on this post once we have more information.

Thanks,

Genevieve

Genevieve P.

Hello @DR Chemist

I connected with our Finance team and they clarified that the account you're referring to was a promotional plan which expired, causing the downgrade.

However, your company has a separate, paid Business plan that is currently active under a different account. Please check with your colleagues to ensure that you are signing in to the correct account. If you are unable to identify this other plan, please continue to follow-up with your account manager or Finance (here).

Cheers,

Genevieve

DR Chemist

Hi @Genevieve P.,

Thankyou for getting back to me! What a relief to hear from someone.

I've got that ticket number (06108871) but have no way to check in on it as the downgrade doesnt allow for Support Portal access.

I'm unaware that we two separate accounts. If we do, I certainly don't have a separate account to login to. This is the one we have all used for the past 8 months. Is there any way we can simply merge the two accounts or change over this "Promo account" over to the paid Business account?

As I have been unable to contact our account manager by email (no replies), could you please ask them (I wont name them on here) to contact me as soon as possible.

Otherwise, I'll wait to hear from Finance.

Thanks again

Regards,

Damien

Genevieve P.

Hi @DR Chemist

If you're unsure who of your team is on the correct, licensed Business Plan, please have them check their plan type by going to their account details (see: Identify Your Smartsheet Plan and User Type).

Then once you've identified the System Admin for the paid Business plan, they can invite your email to join their plan. When you accept the invitation you'll move over and receive a licence (if they grant it to you), and if you're the current System Admin of this other account, it will move over all the other members as well. See: What to do when you receive an invitation to join a Smartsheet account for more information.

Let me know if that helps!

Cheers,

Genevieve

Sign in to join the conversation!

Quick Links

Trending discussions

Sheet -Ganhtt Chart
Is it possible to display both the planned and actual duration for a single task on a Smartsheet Gantt chart? I would like the Gantt bar to show the planned duration (e.g., in blue) based on a Planned End Date column, and then show the actual duration (e.g., in green) based on an Actual End Date column. Can the Gantt view…
Color-Coded Tags in Board View
I noticed in the Board View tags are grey by default but in the how to videos, in the Board View some of the tags are colorful. I'd like to leverage that same functionality as I'm building a research repository with many different types of research in it and a visual cue would be lovely. Can anyone assist? I attached a…
Can we run the request for update to include all the rows that applied to one condition?
We want to know if it is possible to send request for update in one email, but with multiple rows at the same time. For example, staff A has 4 open referrals, I want to send one request for update automatically to them where they will receive only one email without having to overload them daily with all the open referrals…