How can I escalate an issue?

JessHolls

Last week my company upgraded their account to 'Business' as Teams has discontinued, and we wanted to add a seat for a new starter. We have paid for this with invoice sent to us, yet there has been no change to our Smartsheet account and it is still asking us to upgrade. We have also paid TWICE due to this. Many tickets have opened, I can't speak to anyone and I've been given no turnaround time. The new employee has started and he can't get on with work because Smartsheet is still not available to him and it has made the Onboarding experience difficult. We have had an email advising it is with the Engineering Team with no ticket number and I've been left in the dark with updates. Is there anyway I can escalate this as we need an urgent refund and a new employee to start their work?

Andrée Starå

https://community.smartsheet.com/discussion/139116/how-can-i-escalate-an-issue

Hi,

I hope you're well and safe!

Reach out here:

https://help.smartsheet.com/finance-support

I hope that helps!

Be safe, and have a fantastic day!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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JessHolls

Thanks - but I've already done this.

I just want to speak to someone or get an update!

Andrée Starå

https://community.smartsheet.com/discussion/comment/483277#Comment_483277

Happy to help!

Have you looked in your account to see if there's a number you can call? Might not be there if you're having issues getting upgraded, but it's worth a look.

✅ Remember! Did my comment(s) help/answer your question or solve your problem? Please support the Community and me by marking it - Insightful 💡- Vote Up ⬆️ - Awesome ❤️ - or/and as the accepted answer. It will make it easier for others to find a solution or help to answer! I appreciate it, thanks!

JessHolls

Yes and no number to call. This is really urgent and we've been left in the dark with no updates to even say its still being looked at.