Unable to share sheet with external user

tzaczyk

We are trying to give sheet access to an external user and they appear to be successfully added using the share sheet functionality. However, when they try to access the sheet they receive a notification to request access. When the sheet is opened by the owner, the new user no longer appears in the list of shared. Any ideas why this isn't working? note: Our sharing permissions are set to enable sharing with anyone, so this should not be the cause.

Jason P

Has the user signed up for a free Smartsheet Acct? – Are you on an Enterprise plan with domain restrictions? Sometimes, Smartsheet can give the impression a user was added but it doesn’t actually send or log the invite properly.

Reopen the share dialog.

• Manually retype the user’s email (don’t rely on autofill).
• Choose their permission level explicitly (Viewer, commentor, Editor).
• Click "Share Sheet" again.
• Ask the user to check their junk inbox

Cheers.

tzaczyk

@Jason P

Thank you for your response. The user does not have a free account, we have an enterprise plan, but no domain restrictions.

We unchecked the notification, so the added user will not receive any email. Based on my understanding adding a user to a sheet does not require them to accept. Is this accurate?

We have tried many things including adding the user at the account level. He accepted the request, but we are still not able to successfully add him to the sheet.

Jason P

Are they using an @Icloud email? We had a simular issue and no matter what we try they cannot see the sheets or workspace shared. Otherwise I cannot think what else it could be..