Hi Community,
Several customers reported that in the last month, the invitation emails sent to their users to join their organizations’ plans were being automatically declined. Upon investigation, we concluded that this behavior was caused by customers’ email security software that uses “link inspection” which automatically clicks links to check for security threats. During this process the Decline link in the invite emails were being inspected and “clicked” which caused Smartsheet to believe that the user had declined the request, when in actuality the user likely hadn’t even seen the invite yet.
Since we cannot control the behavior of email security software, our Engineering team has temporarily modified the invitation process until a longer term solution can be developed. This is why invitation emails are now directing users to the Smartsheet login page. We’ve also updated our Help Center Article “What to do when you receive an invitation to join a Smartsheet account” to reflect this change.
When you invite a user to join your organization, they will receive an email invitation from user@smartsheet.com. Once they select either Accept or Decline in the invitation email, they will be directed to the Smartsheet login page.
- If the recipient has previously logged into Smartsheet, they will need to log in with their email and password to review the invitation.
- If the recipient has never logged into Smartsheet, a new account is created and they will need to set a password for their new login.
- In order to set a password, they will need to select the Reset Password link on the login page which will generate an email with a link to set a password in Smartsheet.
- Once logged in, they will be prompted with the invite options and can Accept or Decline the invitation as usual.
Please note: If you have users who are currently Declined, a SysAdmin will need to resend the invitation email using Admin Center. To resend the invitation, please locate the users in the Admin Center, click on the 3 dot menu to the right of their email address and select Resend Invite Email or re-invite through the bulk user invite method.
This impacts users in all plans. Please read this help article for more details.
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Best regards,
The Smartsheet Product Team
