Inconsistent Account Status and File Access Across Devices with Same Google Login

Ataa wm

Hi, something strange is happening here. A user I have in my organization when logged in from his PC using his google account he will be able to find his files (I even tried private browsing, same status), but the account show up as trial. I use the same Google account credentials to log in from any other PC I can't find his files listed and the account shows as licenced user! I'm confused. What could be the problem here?

Genevieve P.

Hi @Ataa wm

Can you check the domain of the Smartsheet website that you're accessing?

My thought here is that perhaps this colleague may be signing in to two different Smartsheet instances, for example .com and then .eu. Since these are separate versions, they would be fully separate accounts - one with content and one without.

I would suggest taking a look at the URL when you're logged in to see if it ends in EU or COM, then try signing in to the other one to see if that helps 🙂

https://app.smartsheet.com/

https://app.smartsheet.eu/

Cheers,
Genevieve

Genevieve P.

Hi @Ataa wm

Can you check the domain of the Smartsheet website that you're accessing?

My thought here is that perhaps this colleague may be signing in to two different Smartsheet instances, for example .com and then .eu. Since these are separate versions, they would be fully separate accounts - one with content and one without.

I would suggest taking a look at the URL when you're logged in to see if it ends in EU or COM, then try signing in to the other one to see if that helps 🙂

https://app.smartsheet.com/

https://app.smartsheet.eu/

Cheers,
Genevieve

Ataa wm

Spot on! This was the issue. All the member data are saved on the .eu domain, and my license is at .com domain. Can we transfer the data from .eu domain to .com domain? I tried myself but we couldn't share the data across domains.