Paid subscription account still showing as Trial

Louise C

Hi

I upgraded my free Trial to the Pro Plan last week and received a confirmation via email. However, when I log into Smartsheet it still has a banner at the top of the screen saying how many days I have left on the trial and in the Plan and Billing information screen it shows a Trial account. What should I do?

Georgie

Hi @Louise C,

Is it possible that you're 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 accounts upgraded in one instance will not be upgraded in the other, and the assets you create in one instance will not be available in the other.

I would suggest taking a look at the browser URL when you log in to see if it ends in EU or COM, or look at the region on the login page as seen below ("Default" is the US region), then try signing in to the other region to see if that’s the account you upgraded.

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

• Smartsheet Regions

Hope that helps!

Georgie

Georgie

Hi @Louise C,

Is it possible that you're 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 accounts upgraded in one instance will not be upgraded in the other, and the assets you create in one instance will not be available in the other.

I would suggest taking a look at the browser URL when you log in to see if it ends in EU or COM, or look at the region on the login page as seen below ("Default" is the US region), then try signing in to the other region to see if that’s the account you upgraded.

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

• Smartsheet Regions

Hope that helps!

Georgie

Louise C

That's solved it. Thanks for your help.