Switch Guests to Member

Volodymyr L
Volodymyr L ✭✭✭✭
edited 01/31/25 in Smartsheet Basics

Hello Smartsheet admins

I have a problem. Somehow Smarthseet decided that some of our guests are members and i can`t switch them back

Please, help me.

Answers

  • jmyzk_cloudsmart_jp
    jmyzk_cloudsmart_jp Community Champion
    edited 02/03/25

    Hi @Volodymyr L

    According to the help articles from the smartsheet on the User Subscription Model, if some of your guests have been converted to Members, this could have happened for one of the following reasons:

    Why a Guest Might Be Changed to a Member

    There are two primary reasons why a Guest might be classified as a Member in Smartsheet:

    1. Admin Permissions on Shared Items:
      • If an external user (Guest) is shared a core item (e.g., a sheet, report, or dashboard) with Admin permissions, they will automatically become a provisional Member.
      • This happens because Admin permissions grant full access, which Smartsheet interprets as requiring paid membership.
    2. Email Domain Matching Your Plan’s Domain:
      • If the external user’s email domain matches a domain associated with your Smartsheet plan, they will be classified as a Member (internal user) instead of a Guest.
      • Guests must have email domains that do not match any domains associated with your plan.

    https://help.smartsheet.com/articles/2483245-User-Subscription-Model-System-Admin-overview

    If someone shares a core item with an external user (for example, a designer hired from an outside company) and sets the permissions to Admin, the external user will become a provisional Member.

    How to Change a Member Back to a Guest

    To resolve the issue and change a Member back to a Guest, follow these steps:

    Step 1: Verify the User’s Email Domain
    • Go to the Admin Center > User Management.
    • Locate the user in question and check their email domain.
      • If the domain matches your plan’s domain, the user cannot be a Guest. They will always be classified as a Member.
      • If the domain does not match, proceed to the next step.
    Step 2: Check and Adjust Permissions
    • If the user was shared an item with Admin permissions, this is likely why they were changed to a Member.
    • Action:
      • Open the shared item (e.g., a sheet or report).
      • Click the Sharing button (person icon).
      • Locate the user and change their permissions to Editor or lower (e.g., Commenter or Viewer).
      • Save the changes.
    Step 3: Change the User Type to Guest
    • If the user’s email domain is external and their permissions are correct, you can change their user type to Guest.

    During the Reconciliation Period:

    1. Go to the Admin Center > User types and true-up page.
    2. Navigate to the True-up tab.
    3. Locate the user and use the User Type dropdown to select Guest.
    4. Confirm the change.

    Outside the Reconciliation Period:

    1. Go to the Admin Center > User types and true-up page.
    2. Navigate to the All Users tab.
    3. Locate the user and use the User Type dropdown to select Guest.
    4. Save the changes.

    https://help.smartsheet.com/articles/2483246-Manage-users-User-Subscription-Model

    To downgrade users not during a reconciliation period, you can go to the All users tab in the User types and true-up page in Admin Center. (This capability is not available for users during a reconciliation period.)

    Step 4: Monitor and Prevent Future Issues
    • Regularly review shared items to ensure external users are not granted Admin permissions.
    • Use the User Type Report (available in the Admin Center) to monitor user classifications and permissions.
    • During the reconciliation period, review provisional Members and downgrade unnecessary users to Guests or Viewers.
    Summary of Actions
    1. Check the user’s email domain to ensure they are external.
    2. Adjust permissions to Editor or lower if they were granted Admin access.
    3. Change the user type to Guest during or outside the reconciliation period.
    4. Monitor shared items and user classifications to prevent future issues.

    If you continue to have problems, I recommend contacting Smartsheet support directly. They can look at your specific account and provide more tailored assistance.

  • Volodymyr L
    Volodymyr L ✭✭✭✭

    Thank you

    I have an issue that i can`t remove users in

    User types and true-up

    How i can remove them in admin center?

    And this way i guess i have to remove all our 1 time users.
    So, i don`t need Dynamic view for external users anymore

  • Volodymyr L
    Volodymyr L ✭✭✭✭

    I don`t want to have an invoice for users i don`t want to pay.

    How to remove these users?