How long does it take for support to answer and resolve?

mnewcome

I have a user with an email change, but SmartSheet is not letting me add her correct email as an alternate (which you have to do before you make it primary which is a PITA) because I get an error that the email address is already in use.

The "already in use" happened her first day on the job when she used the wrong email to SSO and never used it again. I had her go and delete the account that is the "wrong" email but I'm still getting the error message.

I filed a ticket 48 hours ago with zero resolution beyond the "we have received your request" message. I fondly remember when SmartSheet had actual customer support. This is ridiculous.

BullandKhmer

Yeah, Smartsheet "support" is and always has been a bit of a joke. Expect to wait a while longer. I think I have an 8 day average response time.

Genevieve P.

Hi @mnewcome

Unfortunately if the email was used to create another account, then that account still exists under that email which is why it can't be added.

You can have that user log in with the cancelled account (it will be a free/cancelled account) and free up the email that way by adding a different email to that account. Here are the steps: Error: Email address can't be added

In regards to Support, if your account has purchased Standard or Professional Support you could use the phone line to call in. Here's more information: Overview of Smartsheet support hours and resources

I hope this helps!

Genevieve