Can anyone assist with Asset Ownership in the monthly instance?

I am putting this out there, as no one at Smartsheet can seem to get this figured out for me. We moved from an annual license to a monthly license. We had to move all of our assets ourselves to the new instance of Smartsheet. In the new monthly instance, we only have one person, the first person other than myself, who can create anything and we cannot assign ownership to anyone. It has been 3 weeks and I still have this issue. Has anyone had this and can help with a resolution? And I have been using Smartsheet (as a sys admin) for over 15 years, I am well aware how to add users and assign ownership.

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