Login defaulting to my g-mail account, even when I put in work e-mail?

Christine312

I have received an invite from a customer for my WORK (Outlook) account, and when I go to log into Smartsheet it keeps defaulting to my GMAIL account, even when I put my work e-mail in and password for Smartsheet, boom, gmail account on the landing page and no refernce to my work e-mail.

I log in with my work e-mail and password, it goes to the main page and it's my gmail icon and e-mail associated with the account. I have tried to add my work account to the gmail associated account and it says "this is associated with another account and can't be added" But, I can't log into the work account to add the gmail.

I am literally in a pandoras box trying to figure out how to access the sheets which have been sent to my work account, because they are not showing up in the gmail associated account.

Paul Newcome

I would suggest reaching out to Support for this one.

Andrée Starå

https://community.smartsheet.com/discussion/109131/login-defaulting-to-my-g-mail-account-even-when-i-put-in-work-e-mail

Hi,

I hope you're well and safe!

Strange!

If you haven’t already, I recommend submitting a support ticket through the new Smartsheet Support Portal.

Feel free to report back what the issue was.

I hope that helps!

Be safe, and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Christine312

I do not have the paid SmartSheet and therefore cannot access the portal unfortunately. I have also lost all the shared sheets which customers have sent to my work e-mail.

Paul Newcome

Does your customer have access to support? They may be able to reach out on your behalf to at least get the ball rolling.

Christine312

Unfortunately, not an option with this customer for various reasons.

Andrée Starå

https://community.smartsheet.com/discussion/comment/391429#Comment_391429

Try these troubleshooting steps.

• Try a different browser
• Try the browsers in Private/Incognito mode

Did that work/help?

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Genevieve P.

Hi @Christine312

I agree with @Andrée Starå - I'd recommend trying a private or incognito window to log in. It sounds like perhaps your browser has stored your previous login information associated with your personal gmail account and keeps defaulting to that.

Let us know if a new browser helped!