Smartsheets Update Form Error

Dakota Haeffner

I have sent out an update for to roughly 130 business segment leaders and several of them are getting an error message stating,

"Unable to determine your identity, therefore we are unable to process your request. An unexpected error has occurred attempting to process your request. We are sorry for the inconcenience."

I've put a lot into this solution on Smartsheet but it is a losing battle lately. I'm worried if I can't resolve this were are likely going to shift off of using Smartsheets and back into excel which is a huge bummer.

Does anyone have a potential solution?

I've seen another thread stating we need to merge their emails or something but getting responses is already like pulling teeth and it will not happen.

My alternative if the form fails is 20 something meetings. Really counting on you guys!

No Pressue lol

Thanks!

SSFeatures

Hi @Dakota Haeffner,

Is it possible that some of the accounts are duplicates? I found this thread, where Brooke realized that one of their users had 2 accounts with different emails.

If the update request is working for some of the business segment leaders, but failing for just a handful of them, it might be that they're running into a similar account issue.

You can also try submitting a support ticket through the Smartsheet Support Portal, just so that you escalate this as quickly as possible, since this is crucial for your company to remain using Smartsheet.

Hope this helps!