Upgrade from free trial to Corporate account - where are my sheets?

Tracie G

Morning everyone, I have used the same corporate email address for both my free trial and now for my licensed account, but cannot see any of my sheets? I used the web-based app for my trial and have now downloaded the desktop app for Windows, but when I log into the Windows desktop app my Smartsheet area is blank?

Georgie

Hi @Tracie G,

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, and the other way around.

I would suggest taking a look at your app URL when you log in to see if it ends in EU or COM, or look at the region on the login page as seen below, then try signing in to the other region to see if your items are there instead.

It might be that your Trial account was created in one instance and you have then been added to a plan in a different instance. 

Take a look at the following help articles for more information on Smartsheet Regions, including how to duplicate sheets from a plan in one region to use in another region:

• Smartsheet Regions
• Move and share content between regions in Smartsheet

Hope that helps!

Georgie

Georgie

Hi @Tracie G,

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, and the other way around.

I would suggest taking a look at your app URL when you log in to see if it ends in EU or COM, or look at the region on the login page as seen below, then try signing in to the other region to see if your items are there instead.

It might be that your Trial account was created in one instance and you have then been added to a plan in a different instance. 

Take a look at the following help articles for more information on Smartsheet Regions, including how to duplicate sheets from a plan in one region to use in another region:

• Smartsheet Regions
• Move and share content between regions in Smartsheet

Hope that helps!

Georgie

Tracie G

Hi Georgie, thanks for this. Yes, the web-based URL was set to Europe and the Windows desktop version was set to "default" so when I changed this to Europe I can now see my sheets!

However, this gives me a new problem - when I log into the Windows desktop version as EU I can see my sheets, but it's still telling me that I only have 4 days left of my free trial and need to upgrade. If I set the region to "default" it then logs me in via my enterprise SSO and I have no sheets and no upgrade reminder.

Is this telling me that I created my free trial sheets in the Europe region but that my company's enterprise licensed account is in a different region? And if this is the case then there is no way of getting my sheets over to the enterprise region?

Thanks for your help! ☺

Georgie

Hi @Tracie G,

Glad I could help! 

You can duplicate the sheets that exist in your Trial account to then use in the Enterprise account by taking the following steps:

1. Log in to your Trial account (in the EU region).
2. Export all required sheets to Excel.
3. Log in to your Enterprise account (in the US region).
4. Import the Excel files to create new sheets.
5. Make any edits in the sheets to ensure their formatting is as it was in the original sheets.

Take a look here for more information: Move and share content between regions in Smartsheet.

Hope that helps!

Georgie