Paid for ProSupport but can't access it

Melydia Clewell

I upgraded my business plan to include pro support. However, there are no phone numbers listed under the Contact Us section. My only option is to file a support ticket. On 6/5, I emailed Daniel Tiner, the sales rep who completed the purchase for me. I have not received a response. This is very frustrating as I paid for the extra support and am experiencing an issue that would be easier for me to explain via phone than writing.

Melydia Clewell

@Steve_Mitchell, thank you! I just filed a ticket. i appreciate your help.

Steve_Mitchell

Hi @Melydia Clewell ,

I believe the pro support just adds the Pro Desk and Smartsheet U. The Pro Desk are the individual 30 min sessions. I think phone support is the same for all accounts.

Click your profile icon (bottom left) then Plan & Billing Info. At the bottom of that Account Administration dialog there is a 'Call 24x7 Support link which will open another dialog with phone #s.

Melydia Clewell

Hi, @Steve_Mitchell , thank you for responding. There's not a link for Call 24x7 support at the bottom of my Plan & Billing page.

Steve_Mitchell

@Melydia Clewell, it's hard to tell from that image but it almost looks like the bottom of that dialog is clipped off - maybe resolution of your screen? Do you have the User Agreement and Policy links and Close button?

If you can't find it I would submit a support ticket asking them to call you - that's what I did originally and when they called me I asked why I couldn't find a phone # and this is what they told me...

Melydia Clewell

@Steve_Mitchell, thank you! I just filed a ticket. i appreciate your help.