Premium Subscription not showing up!

Fotis Petrou

Hi to everyone. I am writing on behalf of another account in the company i work for. In January, three smartsheet premium licences were purchased. A month later, when the Smartsheet tool came in use we figured out that in the particular account there was no premium licence. Since then, we have contacted support throught the ticketing system but have got no answer to both tickets we sent and it's beem 2 weeks since the first!

Has anyone dealt with the particular problem before? Could an expert please help?

Georgie

Hi @Fotis Petrou ,

Is it possible that the user who purchased the licenses is 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 a user creates in .COM will not be available in .EU, and the other way around. It might be that a Trial/Free account was created in one instance and the subscription/licenses were purchased in another instance.

I would suggest having the affected user take a look at the app URL when they 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 they’re then logged into the account with the purchased licenses.

Take a look at the following help article for more information:

• Smartsheet Regions

Hope that helps!

Georgie

Naeem Ejaz

Hi there! It sounds like a frustrating situation. Here are a few steps you can take to resolve this issue:

1. Check Account Settings: Ensure that the licenses were correctly assigned to the intended users. You can do this by logging into Smartsheet, clicking on your profile icon, and navigating to the "Plan & Billing Info" tab[1].
2. Contact Support Directly: If you haven't received a response through the ticketing system, try reaching out to Smartsheet support directly via phone. You can also visit their support page for additional contact options[3].
3. Community Forums: Sometimes, other users may have experienced similar issues. You can check the Smartsheet Community forums for advice and potential solutions[4][5].
4. Escalate the Issue: If you still don't get a response, consider escalating the issue by contacting Smartsheet's billing department or your account manager directly[2].

I hope this helps! Let me know if there's anything else I can assist you with.

Fotis Petrou

Hi @Georgie.

I tried logging in with the user account that was used to purchase the licences in these three urls: smartsheet.com (works), smartsheet.eu (does not work, although trying to log in from Greece), smartsheet.gov (not working, site can't be reached). Unfortunately three different instances of Smartsheet are confusing. If the urls i provided are wring in any way, please kindly provide the correct ones.

The main causes of concern however are two:
1) No invoice or confirmation email was sent to the account's email adress after the purchase, however, the bank account was charged the whole amount that's equivalent to 3 licences for 1 year.

2) We haven't got any answer from smartsheet support about the two different tickets sent and a lot of time has passed since then (2 weeks) as i mentioned in my post.

I could share with you the two confirmation emails we were sent after opening the two tickets containing the ticket numbers and i could also share with you the email that was used for the licences.

We found it difficult to reach support in the first place and we are dissapointed with the fact that customer support hasn't reached us back.

Thanks a lot for your help,

Fotis

Georgie

Hi @Fotis Petrou ,

Could you clarify what you mean by “Smartsheet.eu does not work” - are you getting an error message, for example? If https://app.smartsheet.com/b/home is not showing sheets/a paid account, please try this link to log in to the EU instance: https://app.smartsheet.eu/b/home.

I’ve checked in with the Support team and see that an email was sent on February 26th - please check junk mail if this email was not received. 

To request a copy of an invoice or other help with billing, please go to our Finance Support Center.

Hope that helps,

Georgie

Fotis Petrou

Hello @Georgie

By "does not work" i mean that the site can't be reached.

Please clarify the email address you are referring to. I checked the spam and the normal inbox, i unfortunately have no email from Smartsheet support team but from advertising.

Thanks a lot.

Georgie

Hi @Fotis Petrou ,

Thanks for the screenshot and clarification. It looks like there might be something blocking access on your end - please take a look at the following help article and attempt the troubleshooting steps within: Issue: Smartsheet is continuously loading, not responding, or not displaying certain items.

The email sent on 26th February from Support was sent to the email address of the System Admin on the account - that's the user that upgraded the account (since this is a public forum, I won’t share the email address itself here). That's also the same email address that should have received an email when the account was upgraded.

Thanks, 

Georgie

Fotis Petrou

Hi @Georgie.

Unfortunately, i am still not able to access the EU site. Note that we are an IT company and have tried out everything on out end.

An email was indeed sent to the admin email address about rating the support experience. However no actual reply was sent back regarding the open ticket case neither to the email address nor somewhere else (we can't figure if there is a form in which you can see the support team's replies to the ticket). Regarding the email when the account upgrade was carried out however, there is none. We searched for it extensively even before we opened the tickets and could not find it.

To summarize: An upgrade was carried out in the first days of January. The tool came to use for us about a month later but could not find any confirmation emails or emails containing the invoice and of course could not see and use the premium plan on the admin account. One month has passed of us searching and trying to get support on the matter but had no luck on that. Unfortunately we are very dissatisfied.

We would please like to continue with a refund. Could you please guide me through the necessary steps?

Thanks,

Fotis

Georgie

Hi @Fotis Petrou ,

That’s strange that you still can’t access the EU site. This is something that would need the support team’s additional investigations to troubleshoot.

You can see previous support tickets in the Customer Support Portal - ensure that you sign in with the email address that was used when you submitted the tickets. I believe this will be the System Admin email address.

For help with refunds, please contact the Finance team via the Billing & Finance Support Center - they will look into this for you.

Thanks, 

Georgie