Smartsheet thinks we are still on the free version... is there anything we can do?

dtsmith

Hello!

Our company recently completed a 30 day free trial of Smartsheet and decided to purchase a few business tier licenses. In our account settings, it shows that we have the business tier with multiple licenses. However, every time I click on a sheet, I get a message that reads "Your sheet is read-only until you upgrade to a paid plan. You can still export or share this sheet."

We made the purchase 5 days ago, and this hasn't resolved itself. I have tried to contact Smartsheet about this via website form, making phone calls, and emailing a sales rep… but we have not been able to get through. Is this a problem that anyone else has had before?

Colleen Patterson

This would be something that I would imagine support needing to assist on. @Rebeca S. do you have a suggestion on direction to move in?

Genevieve P.

Hi @dtsmith

I agree with @Colleen Patterson - please contact Support with screen recordings of what you're seeing in your account as well as in the Admin center. They'll be able to troubleshoot this with you in a private channel.

Thanks!

Genevieve