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I don't understand why I'm being asked to upgrade my account
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Hi JO, If you have 4 licensed users then you would have a Team plan. Only single user Basic or Advanced plans will see the “Transfer Paid Account” button.
As for why you are being asked to upgrade - it could be a few different things. The best bet is to contact the Support team so they can look into your account and investigate. Contact them at support@smartsheet.com
Once you have figured out why you are being asked to upgrade, let us know!
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