Unable to Load Smartsheet Admin Portal

Tony Sileo

For about the past week, I cannot load the admin portal (https://admin.smartsheet.com). It says "Due to network connectivity or feature updates, Smartsheet is experiencing flow loading times." I've tried browser refresh and browser empty cache with hard reset. Same result. We are a new customer on a Business plan. When I first signed up, I was able to access the admin portal.

Do I have the URL correct? I also can't seem to find a way to get the to admin portal from the Smartsheet portal.

The AI Support Agent is less than helpful - it doesn't seem to know much about the admin portal (re-directs me to Smartsheet Support portal).

thanks for any help!

Tony Sileo

Just to close it out, it turns out my personal account wasn't set as an admin account (we also have a service account that is using the API, and that account was set as the admin account). So - I feel a little silly, but on the other hand - the error message was definitely misleading!

meagans

Tony,

Hello! That URL loads properly for me - it's strange to hear that you're having issues.

A few questions for troubleshooting purposes:

• Which browser have you tried this on? Is there another browser you are able to access to see if it works?
• Does Admin Center show up as an option when you click on your profile image on the lower left corner of Smartsheet? For me, it's the very first option in the menu.

If neither of the above work, I would recommend reaching out to your Customer Success Manager, if you know who that is. I feel that may be your best path forward for troubleshooting on this matter. I hope this helps!

Tony Sileo

I was using Edge. I get the same results in Chrome.

I also don't see admin center under my profile image:

How do I determine who my customer success manager is? We didn't purchase a support agreement, so not sure how to get help on this. We're not going to be heavy users - just integrating with one of our customer's Smartsheets to get some data via the API. So we'd rather not pay for support, but I would like the admin portal to be available??

thanks again for any help or pointers!

Paul Newcome

Try reaching out to someone on your team that has system admin access. That would be anyone who has those options available when they click on the icon in the bottom left corner. They would need to go into user management and adjust your account to be a system admin as well.

Tony Sileo

Just to close it out, it turns out my personal account wasn't set as an admin account (we also have a service account that is using the API, and that account was set as the admin account). So - I feel a little silly, but on the other hand - the error message was definitely misleading!