Trouble with True-Up?

Nic Larsen

I'm just curious if anyone has gone through the True-Up process yet and experienced any of the issues that we are finding. We renewed in January under the new plan and our True Up is a couple weeks out.

I've been attempting to clean up our list of provisional members because it seems Smartsheet brought over every user who has ever been on our account over the past 7 years whether they are currently an employee or not, licensed or not, or even still on our account.

I have found users on the True Up page:

• Who haven't been on our account in years.
• Users who I remove access because they do not work here, only to find them back as provisional members the next day.
• Users who I downgrade to Viewer one day, who are back to Provisional Members the next and have not ever logged in.
• Users on the True Up page who are not found on the User Roles and Reports page
• etc……

I will do a clean-up one afternoon and get the true up close to our paid member amount and the next morning it is like the system just resets it all back to the way it was previously.

I've opened a case but I am curious if others have had similar issues and how did you resolve them? It is very frustrating.

Naeem Ejaz

User Subscription Model FY25 [Customer Resource] (1).pdf

Smartsheet-user-subscription-brief.pdf

Emily T.

Yes! I went through hours of true-up only for it to not all stick. When I spoke to Smartsheets they said this is a known issue with many of their customers and they were working on it. Supposedly it is correct on the backend but not in our Admin view. In January I got it down to 6 that I needed to true up and then a couple of days later it was up to over 100. I haven't touched it since and just checked it again and somehow I now have 27. They had a customer meeting about it a few weeks back, that I was unable to attend, where they spoke more on this but I'm now getting true-up notifications with a deadline. I've emailed my rep 4 times in the last week and half without response and it's been crickets from Smartsheets in general. I only knew about this being a known issue because I called their Support line and was put on a list for updates to be sent to, which I've received none.

Nic Larsen

@Emily T. Good to know that I am not alone in all of this experience. Same response I got from Support after I had a couple of cases opened. They assigned us a new RM at start of year, and he is nonresponsive as well. It is very frustrating. Support which use to answer almost too quickly is now crickets and they just close the case. It is a very different Smartsheet experience from even a year ago.

Emily T.

Smartsheets announced that they were being acquired last September. With the acquisition being completed last January I think we're seeing some of the ripple effects of that in support and their new pricing model.

Nic Larsen

My thoughts as well.

Shauna B

I have been experiencing the same issue. Like others, I opened a ticket only to be told it is a "known" issue and they are working to resolve. It is very frustrating because I like to keep our account clean.

@Emily T. You said "They had a customer meeting about it a few weeks back…". Can you tell me how you are informed of these meetings? I have been using Smartsheet for over 5 years and never knew they had customer meetings. Thanks in advance.

Emily T.

@Shauna B - I only knew about it because I called in for Support but I just listened to it and it didn't go over any of the issues people were having… more just a how to use the new platform… so it was useless for our issue.