Unable to access the Smartsheet support portal.

Bhaskar Karipireddy

Unable to access the Smartsheet support portal, already raised a support case but didn't get any update from them.

Case#: 06929575

URL:

Genevieve P.

Hi @Bhaskar Karipireddy

If you're redirected to that Help Article, you can use the Contact Form on that page to submit your ticket instead. It sounds like you've already done that, thank you!

Now that you've made Support aware that the Portal access is not working for you, they'll look into it in the back end but it may take a while. Keep in mind that if your account/license is new, it can take up to 2 weeks for the system to recognize that your email is eligible for the Portal. Please try again next week and see if this is resolved!

In the meantime, please continue to use the Form to submit your Support ticket issues instead, or feel free to ask the Community any of your "how-to" questions.

Cheers,

Genevieve

Bhaskar Karipireddy

Hi @Genevieve P

Thank you for your response, I have checked again today but still having same issue, doing follow up with support team but there is no response from them, it's almost 20 days over. Can you help me on this to prioritize?

Genevieve P.

Hi @Bhaskar Karipireddy

It sounds like there may be something specific to your account that the Portal team will need more time to dig into.

In the meantime, you're welcome to submit your tickets through the Form on that Help Article page. When you have access to the Portal, anything submitted through the Form will appear there as well (it will go to the same place).

Cheers,

Genevieve

Bhaskar Karipireddy

@Genevieve P.

Still my access issue on support portal was not resolved. It's 2 months going to over. No one reached out to me for troubleshooting. I did follow up via emails but no response, its showing case is inactive.

Other people also facing same issue with Smartsheet support team.

Thank you for your support.

Genevieve P.

Hi @Bhaskar Karipireddy

Thank you for letting us know you're still having a problem seeing the Portal.

You can contact Support at any time by submitting a ticket through the Form - this goes to the same place!

If you're on a licensed account with access to Phone Support, you can call Support from the number in the Smartsheet App. Here's more detail: https://help.smartsheet.com/articles/2479096-overview-smartsheet-support-hours-resources

Cheers,
Genevieve

Genevieve P.

Hi @Bhaskar Karipireddy

You should now have access! Can you try again today?

Bhaskar Karipireddy

@Genevieve P.

Just now tried but same issue.

Genevieve P.

Hi @Bhaskar Karipireddy
Can you post the full url? Can you also check this in Incognito mode, just in case it's a browser cache error from the previous errors?

Bhaskar Karipireddy

Hi @Genevieve P.

I have cleared browser cache and tried in Incognito mode, also tried in different browser.

But getting same response. Please find the full URL.

https://help.smartsheet.com/articles/2482719-troubleshooting-support-portal-access?ErrorCode=REGISTRATION_HANDLER_ERROR&ErrorDescription=Organization+User+record+missing+for+user+with+email.+Forcing+user+logout&ProviderId=0SO5a000000wk3H

Genevieve P.

Hi @Bhaskar Karipireddy

Thank you for this information! For now, continue to contact Support at any time by submitting a ticket through the Form.