User Merge Keeps Getting Rejected

Julie1247

We recently changed our business name and email addresses. I already went through the process of confirming both domains and merging the majority of our users. I just tried to merge a user like I have done so many before but this one is getting rejected. Both email addresses are in our account. I made sure to remove any premium apps and assigned groups , yet I am still getting a rejected status from the upload. When I preview the upload it says it is ready, but it will not work once applied. It does not tell me why either. Any other ideas to get this user merged??

Keinwerk

Were you able to figure out your issue?

I'm trying to merge 60 accounts and 35 are being rejected with no message saying why. They validate fine and I click apply merge and then I get an email saying they were rejected.

Julie1247

No. unfortunately no comment or tip yet. Reading through the forums I tried all the tricks mentioned but still getting the issue with no rejected or error messages to guide me.

EbonyL

Following along - Same issue on my end. Reaching out to my CSM to verify if there is a issue. I don't show anything on the Smartsheet status page

EbonyL

I was able to merge the one user I had today.

Julie1247

@EbonyL what was your issue and resolution? Maybe it could help me or @Keinwerk

Keinwerk

I ran the exact same merge file today and 32 out of 33 succeeded. I've changed nothing and it just started working.

I opened a support case on the 23rd and they didn't even assign a support rep to it yet so I don't think Smartsheet did anything to help.

Keinwerk

Well that didn't go as well as it seemed like it did. Instead of merging some of the users, it deleted the accounts I had imported out of the user list and didn't merge them. Now I'm down to 8 with issues. It seems this is just a very flaky process.

Tyler Solberg

Came across this today and finally found that the account I was trying to merge from had an alternate email address listed for the account I was trying to merge to. Once I removed the alternate email the merge completed successfully. Not sure if this relates to other situations. It's unfortunate that it doesn't say why it failed!

Dana Gugliotti

This is such a PAINFUL experience. No help from support as to why but having several users I cannot merge. I checked the premium apps, groups, external groups, even transferred anything owned from one account to the other and turned off the extra features like group admin… all of these could stop it per support but nothing helps. Not sure what to do.