Adding free-plan users to organization

enzo_vaire

I am confused about adding free users to the organization.

I have a number of full licences, with a number of free accounts collaborating as guests. Some of them have been able to sign up for the free account and they appear in the organization; however, others do not appear in the organization. What could be the reason for this difference? The region is the correct one.

Additionally, I don't see a way to manage free accounts - I need to navigate to a group to actually see them, as they do not appear in the users list. Am I missing something?

SoS | Dan Palenchar

Hello @enzo_vaire,

Is your account under the new user subscription model or legacy collaborator model?

Are all of these guests users under your domain name? If there are differences this might be why.

Have you tried managing users in the Admin Center?

enzo_vaire

hi Dan,

this is also rather confusing - there’s no indication anywhere…. I found a page and it seems to indicate that I’m in legacy mode, based on the lack of a link on the admin page ( https://help.smartsheet.com/learning-track/viewers-and-guests/user-types-and-permissions : "if there’s a Manage true-up page in Admin Center" - there isn't one I can see)

The users are using their domain email address.

So what I have found is that if I add an item in any sheet they then appear in the list of users I can add to a Group. However, they still don't appear in the user list in the Admin Centre (which is where I was looking, of course), presumably the page is https://admin.smartsheet.eu/manage/users

All the best,

Enzo

Genevieve P.

Hi @enzo_vaire

Since you're on the Legacy Collaborator Model, I believe the confusion here might be between collaborators on a sheet and members of your plan.

Sharing a user to a sheet means they now have access to that item, however that does not mean your specific plan controls their account so they will not appear as a "member" in your Admin Center (in the Legacy Collaborator Model).

You would need to add that user as a member of your plan in the Admin Center itself for them to be Members in your plan. Here's an article with more information: https://help.smartsheet.com/articles/2481891-admin-center-add-edit-and-deactivate-individual-users#toc-add-users-individually

On an Enterprise plan, you can leverage User Auto-Provisioning to automatically add users with the same domain to your plan: https://help.smartsheet.com/articles/2072731-user-auto-provisioning-enterprise-only

However if you do not have UAP, then you would need to do this manually. Let us know if that makes sense!

Cheers,
Genevieve

enzo_vaire

Hi Genevieve,

Thank you - I understand what you mean.

All the best,

Enzo