Trouble with True-Up?

Nic Larsen · 02/26/25

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.