Removing Old Users from Member True Up

Andrew Gardner

In the admin centre when I change old members to 'No Access' but they reappear as members the next day. How can I remove them completely and stop this happening?

Georgie

Hi @Andrew Gardner,

Thank you for bringing this to our attention! 

I’ve been able to determine that users reverting to members after being set to “No Access” is caused by a bug, and I can confirm that our Product team is working on a resolution. We are not able to provide a time-frame on how long the resolution could take but we are doing our best in order to have this fixed as soon as possible.

Thanks,

Georgie

rscott

We're also encountering this problem and it means we have extra users showing on the true-up screen.

This concerns me that we'll be charged for users who shouldn't exist any more.

Mark Candela

Not sure if this bug has been communicated to all admins but it seems there are other issues here as well. You can't make users who weren't members before new members in either the User Roles or User Type screens. The option is grayed out to change.

Too bad this can't be one screen rather than two..

gbarnwell

our true up is approaching fast, is this going to be fixed soon?

mhaadmin

We are experiencing the same issue for employees that have not been with the company for 2 or more years. Opened a support ticket and I keep sending screenshots. Seems like a dog chasing its tail. Going to be an issue when we get charged thousands of dollars when the true up date hits for users I have removed no less than 20 times. Get your stuff together SmartSheet!

daiwilliamsuk

I am experiencing the same issue.

JGPM

What is the estimated date of the fix for this issue?

1. It is a Security issue that I cannot deactivate a user internal or external and it not pop back to active the next day.
2. I also cannot flip any of these that show member to have Dynamic View also from this screen

Ideally need one screen for all user management tasks.

MaryAnn Amari

I am experiencing this same issue and I absolutely will not accept additional license charges until this is fully remedied. It is a huge waste of time for anyone to work through the True-up process when the changes made are not retained.

My impression of Smartsheet is fading quickly - please return to the Smartsheet I was such an evangelist for!

sniggiwm

I'm also experiencing the same issue now that my account was converted to the new user licensing. Not only this, but users that had been deactivated under the old model YEARS ago appeared as provisional members in the True-Up process. My account manager said that it's probably users adding these people who haven't worked at the company for over a year back to sheets. So if it it is a bug, it needs to be communicated internally. Hoping this isn't a sign of things to come now that the company has been sold to venture capital.

sean.b

07975200 - I reported this awhile ago and the case was closed without any resolutions. I can complete a true-up if this is not working. This is poor start.

Pauline J

I also need to chime in here — the true up screen doesn't match the user list. When adding a new user, the new user isn't appearing in the True up list. And other quirks as mentioned above.

The screenshot below was just taken a moment ago, on 3/17. It looks like our true up isnt updating daily? Can we not add users during the 30-day review period?

We do NOT want to auto-provision users at this time.