Locked out of Smartsheet Account

drewignatek

Hello -

I work for an IT company who manages multiple customers. One of our customers has a smartsheet account that they are locked out of and cannot receive any codes or password reset emails. We have verified that no emails are going to the spam or junk folders, no messages from smartsheet are being shown on exchange message trace, and the customer support provides no help. Has anyone had this issue and how have you resolved it?

Thank you

Naeem Ejaz

• Check if it's a free user or part of a plan:
  • If the account is a free trial or unlicensed, Smartsheet support will be limited.
  • If it's part of a Business or Enterprise plan, ask the Smartsheet System Admin in their org to reset or manage the user.

• Whitelist Smartsheet domains in Exchange (even if traces show nothing)