SmarSheet Expiring for shared user and requiring subscription

Chuck Norris

Team!

One of my clients is reluctant to use SmartSheets because she claims that when I share access and a certain amount of time has passed that she is required to purchase a subscription to SmartSheets. Is this true? I cannot find any documentation that supports this.

Thanks.

Mike Wilday

From my experience, she would only need to purchase if she wants to use Smartsheets to create her own sheets. She would, as a free user, be able to continue accessing the sheets you have shared with her. Free users are automatically given a "free trial." Once the free trial expires they are prompted to purchase a subscription but this shouldn't be necessary. She will be unable to modify the layout of the smartsheet, but she should be able to add text, data, etc.

J. Craig Williams

If she has created sheets during her trial, they can be transferred to someone that does have a license and shared back to her.

Craig

Michelle Watkins

Hi Chuck,

When I was supporting my consulting services organization at an HCM vendor of project managers, solution consultants and customers -- this question came up often!

The only reason your customer was put into a trial period (and getting emails and may calls from Smarsheet) is because he/she probably did some sort of import to create something new instead of just collaborating as an editor on sheets you created and shared.

This is the help article I ended up passing along for my peer project managers to share with their customers that had this issue:

https://help.smartsheet.com/articles/529596-why-am-i-getting-a-message-to-upgrade-my-account-

cheryl44726

hi,

has anyone found a solution to this problem. I have shared sheets and the collaborators cant access them. no assistance from smartsheet - very poor!!

MichelleMWatkins

Hi Cheryl,

I have been using Smartsheet for 8 years including being the system admin for one of the companies I worked for in which I brought Smartsheet with me to the company.

Where you have shared sheets with your users (probably as editors or viewers which are considered free collaborators), they should not be encountering issues where they cannot access the sheets.

If by chance they created their own sheet as a non-licensed user, this would have put them into a 30 day trial period as a licensed user - if this 30 day trial period was up, then the only sheets they may could not access are the things they created as an admin and would get back access if they purchased a license. But this scenario should not preclude them from accessing anybody else's sheet that another licensed user shared with them.  

 

I am assuming you are a paid licensed user and not also in the scenario of the 30 day trail licensed user?