Invoiced, yet license not applied - now down to free licenses, support non responsive

slewis1972

Hi

We have an account, got invoiced/paid for the year but they never applied the Pro license to the user.

Used went down to Free version.

Logged ticket, week later, nothing.

Tried to get a new demo and speak wirh someone, they called, explained, they offered to help - nothing.

Reached out via social media channels to get help - nothing.

Any ideas how I can get resolved as paid for a license we cannot use.

Georgie

Hi @slewis1972,

Is it possible that the user is logging into the wrong instance of Smartsheet (eg US instead of EU)? Check out Genevieve’s full explanation of this possibility on this related thread.

I’d also recommend having the user check their default plan - a user can be on multiple plans and can set their default plan, so perhaps their default plan is one on which they’re a free user. See this article for more information: Change your default plan.

I’ve reached out to the Support team to ask them to look into your case as soon as possible, but hopefully the information I’ve provided here will help!

Georgie

Georgie

Hi @slewis1972,

Is it possible that the user is logging into the wrong instance of Smartsheet (eg US instead of EU)? Check out Genevieve’s full explanation of this possibility on this related thread.

I’d also recommend having the user check their default plan - a user can be on multiple plans and can set their default plan, so perhaps their default plan is one on which they’re a free user. See this article for more information: Change your default plan.

I’ve reached out to the Support team to ask them to look into your case as soon as possible, but hopefully the information I’ve provided here will help!

Georgie

slewis1972

Thanks, was indeed EU but also another issue that support reached out after this and resolved it.