I have paid upgrading plan from Pro to Business, but the account still in Pro Plan, how to solve it?

Freggy Martin

Hi everyone,

I need help, I have paid upgrading plan from Pro to Business, and i also received the payment invoice on my email that said that i have paid for business plan (screenshot below).

But, my account still in Pro Plan (screenshot below), then i still cant use grouping at the report, etc.

is there a wrong way? Does the upgrade process take a time?

Thanks,

Best and Regard

Andrée Starå

Hi @Freggy Martin

I hope you're well and safe!

Have you tried to log out and in again?

Did that fix it?

I hope that helps!

Be safe, and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Freggy Martin

Hi @Andrée Starå

I have tried it before, but doesn't change anything, until now.

Then, i just realized, i only receive invoice in my email, but not in 'View Receipt & History' at Account Administraion.

Best & Regards.

Freggy Martin

Hi Everyone,

I have read the QnA article about 'Add Licenses', one of the point is "Your account is more than 45 days away from the next renewal date" like the screenshot below.

However, i bought the Pro Plan at 2 March 2023, then i upgraded/added Business licenses at 7 April 2023 (Paid full). Based on the point above, is my account will automatically change to Business Plan at 45 days later after 2 March? Or what should i do with it?

Thanks,

Best and Regards

Genevieve P.

Hi @Freggy Martin

Based on the invoice you pictured, your account should have already changed to be a Business Plan as the invoice has been paid in full.

Please contact the Finance and Billing Department here with your account details and these same screen captures.

Thank you,

Genevieve

jdroege

I paid for the Pro plan, but when I access my sheet, I receive the below message:

"Your sheet is read-only until you upgrade to a paid plan" You can still export or Share this sheet.

Thank you,

JoAnn

Genevieve P.

Hey @jdroege

Is it possible that the payment didn't go through on the specific email that you're using to sign in? Here's more information to double check your account settings:

https://help.smartsheet.com/articles/792868-reviewing-your-account-plan-billing-info

jdroege

Hello,

My Smartsheet account does not reflect receiving the payment. Attached is the confirmation email I received from Smartsheet on Feb. 7, 2024. I also received my confirmation from Paypal.

Genevieve P.

Hi @jdroege

Thank you for the image - I've removed your email address as this is a public forum. However based on that email I can see that the plan was set to "cancelled" the very next day (Feb 8th).

Is it possible that the payment was rejected and you received a refund on February 8th, or that it didn't go through?

You mentioned that you used PayPal to make the payment - if you canceled the associated PayPal account this will cancel the Smartsheet plan, as the account would need a valid payment method on file. Or if you cancelled the payment agreement with Smartsheet in your PayPal account this would have also cancelled your Smartsheet plan. You can set the account to cancel at the end of the subscription term in Smartsheet itself, versus PayPal.

In any case, based on that screen capture I would recommend contacting the Finance and Billing Department here with your account details and these same screen captures as well.

Thank you!

Genevieve