Returning subscriber, I can't do anything...any workflow action errors out.

michael98102

Hello community,

I've recently started using Smartsheet again after a sabbatical and paid for a new Pro subscription. However I am unable to create any new workspaces or sheets and am getting errors like:

"Error while provisioning template…"
"We're having issues creating your item in a workspace solution."

When I attempt to open any of my legacy sheets, it is telling me I need to upgrade. However when I look at my account I see it reflects a paid Pro subscription through February 2026.

I can't create a support ticket because the system doesn't think I'm a paid subscriber even though I am. I can't find/access a telephone number for technical support for the same reason.

I've tried on multiple devices and platforms (Windows, Mac, Android Mobile) as well as clearing my caches.

Anyone have any advice before I call my credit card company and report vendor fraud?

Thanks.

Georgie

Hi @michael98102,

That definitely sounds like an issue that needs to be investigated! 

When you’re having issues logging into the correct account, you can use the Contact Smartsheet Support form to get assistance - take a look at this article for more information (particularly under point 2.1): Access the Smartsheet support portal. The Support team will be able to take a look at what’s causing this issue.

Thanks,

Georgie