Emerson Lindert

Emerson Lindert

I'm trying to resend an e-mail to the user xxx@ourolux.com.br and she doesn't receive. I've tried to send to another user as a test, it worked properly. Could please help me with this user. Maybe she has some block in her user.

Rgds.

Emerson Lindert

Matt Johnson

Hi @Emerson Lindert

I would have the user check their spam/junk mail folder. Next I would triple check the email itself. Then I would get with your internal IT department and get their opinion. Regardless though, this doesn't sound like a Smartsheet related issue but you never know these days. 🙂

Emerson Lindert

we have ckecked both spam/junk and the e-mail address and everything is ok. The same with the firewall rules and nothing different to the others users.

I´m the Ourolux CTO.

Emerson Lindert

She received the message above that says that access is blocked because of financial problems, but we have no problem with payment and all users continue to access normally.

Genevieve P.

Hi @Emerson Lindert

Please have that user contact the Finance department through this form:
https://help.smartsheet.com/contact/billing

Thanks,
Genevieve

Emerson Lindert

Dear, today the lack of access of user Debora has extended to all users. A message of financial pendencies appears and all the users are blocked.
We need urgent measures to solve this problem. I had already consulted the application to find out if there were any financial issues and I didn't observe anything.
We have important company routines in this solution that need to work immediately. I ask for urgency in the treatment of this problem.

Emerson Lindert

Genevieve P.

Hi @Emerson Lindert

The public online Community forum will be unable to help with account billing issues - please contact Smartsheet directly using the link above, providing the email addresses of all the affected users.

I hope this helps!

Genevieve