Added Contacts are not saving

Tammy Luther

Has anyone had this issue?

I add a contact - hit save and it shows on the list.

When I go to the sheet to share with them, their name is no longer there.

Go back to the my contact list (which is where I added them) and they are not there.

I've done this many many times in the past with no issues, not sure what is going on now.

Any help would be appreciated.

Genevieve P.

Hi @Tammy Luther

I've had this happen before if the name that I added in my personal contacts is different than what the person has set up in their personal Smartsheet account settings. The name that appears when you Share a sheet with someone is their personal setting name, not the name you've "uploaded" for them. Could that explain what's happening here? This article has more information: https://help.smartsheet.com/articles/796143-managing-contacts#toc-tips-and-best-practices-for-using-contacts

Another thing to keep in mind is that your organization may have a Safe Sharing policy set up which would restrict who you can share assets to, see: https://help.smartsheet.com/articles/855284-security-controls-enterprise-only

If neither of this explains your situation, please capture a screen recording of the steps you're taking along with some standard troubleshooting steps (trying different browsers, singing out and back in to Smartsheet, testing a different internet connection or device), then contact Support with this data so they can check this with you in a private channel.

Cheers,
Genevieve