Do you know why Smartsheet 'forgets' my existing subscription?

ZsofiaJuhasz

I subscribed and paid for a yearly Pro subscription this October. Everything worked as usual for 3 weeks, then Smartsheet seemed to forget my account and email address completely. When I tried to sign in after 2 weeks of not using it, it requested me to sign up for the trial again. Nothing else worked with the same email address anymore. Now I cannot use something I paid for, and I cannot access all the important documents I store(d) there. This is really frustrating as Smartsheet customer service does not even reply to my tickets.

Genevieve P.

Hi @ZsofiaJuhasz

Is it possible that you're logging into a different version of Smartsheet?

For example, the Smartsheet .COM instance instead of the .EU instance (or .GOV)?

These are separate instances of Smartsheet so the workspaces and sheets you create in .COM will not be available in .EU.

I would suggest taking a look at your app URL when you're logged in to see if it ends in EU or COM, then try signing in to the other one to see if your items are there instead 🙂

https://app.smartsheet.com/

https://app.smartsheet.eu/

Let us know if this helped!

Cheers,
Genevieve

Genevieve P.

Hi @ZsofiaJuhasz

Is it possible that you're logging into a different version of Smartsheet?

For example, the Smartsheet .COM instance instead of the .EU instance (or .GOV)?

These are separate instances of Smartsheet so the workspaces and sheets you create in .COM will not be available in .EU.

I would suggest taking a look at your app URL when you're logged in to see if it ends in EU or COM, then try signing in to the other one to see if your items are there instead 🙂

https://app.smartsheet.com/

https://app.smartsheet.eu/

Let us know if this helped!

Cheers,
Genevieve

ZsofiaJuhasz

Thank you so much for the quick response, this was the solution! :)