Missing Credentials

Rhea McDonald

Hello,

My email address through work changed so I went through the process of updating this in my smartsheet account.

Now when I attempt to login, I get an error stating that my credentials are not recognized. I attempt both my old and new email and get the same result. The only way for me to login now is to do a password reset.

I cannot login to the support portal for assistance because of the credential issue.

Have anyone experienced this and have some pointers on how to get this fixed?

Thanks!

Genevieve P.

Hey @Rhea McDonald

Is it possible that when you updated your Smartsheet account, you added the new, second email as a Secondary email on the account, instead of making it the Primary?

Primary emails are the ones used for login purposes, so you would still need to use the original email to sign in. If you've entered the account using a password reset, check to ensure your correct email is the Primary (versus Secondary).

Here's more information:

https://help.smartsheet.com/articles/2392037-change-the-email-address-used-with-your-smartsheet-account#toc-change-the-primary-email-address

Cheers,

Genevieve

Rhea McDonald

I did update it to primary. That's when the problem started. I did change it back trying to fix it myself.

Genevieve P.

Hey @Rhea McDonald

Thanks for confirming! Is it possible your browser is storing the previous login information? Can you try logging in with the new primary email via Incognito or another browser to see if this works?

Rhea McDonald

I've used Edge and Chrome. Get the same thing. There is security on our work computers so I cannot download a new browser.

Genevieve P.

Hi @Rhea McDonald

This is what I would personally do, taking screen captures of the process:

• Make the correct, new email the Primary on the account
• Sign out of Smartsheet, Community, Smartsheet University, and all other applications that may be using Smartsheet
• Clear browser cache/cookies and login information for Smartsheet and related sites
• Take a bit of time (coffee break?) to let the account re-set
• Try signing in with the new email/account/password

If this doesn't work, then send the password reset only to the new email that's set as the Primary.

If none of this has helped, please do reach out to Support with your Old Email noted as well as the New Email, including screen captures from the bullet points above (showing the Primary on the account, etc).

You can still get in contact with Support using a form without needing a login to the Portal through this Help Article:

https://help.smartsheet.com/articles/2482719-troubleshooting-support-portal-access

Cheers,

Genevieve

Rhea McDonald

That magic seemed to work! :)

Genevieve P.

Wonderful! I'm glad you're able to log in with your new email successfully 🙂