Cancellation not acknowledged

Lucygggg

Hi,

I raised a ticket and asked for my account to be cancelled. However, I was still charged this month and I have not used the service Please can I get a refund?

Genevieve P.

Hi @Lucygggg

I checked in with our Finance department and they confirmed that the account with this email address in the .COM commercial version of Smartsheet has been successfully cancelled and no payment was taken.

Is it possible that your same email address has an account in a different version of Smartsheet? For example the .EU or .GOV versions?

If so, you can sign in to that account and cancel it from the Plan & Billing Info window.

• On the left Navigation Bar, select Account > Plan & Billing Info.
• In the Plan & Billing Info tab, select Cancel Account.
• In the dialog that appears, choose Cancel my plan.

Here's more information: https://help.smartsheet.com/articles/506604-canceling-your-account#toc-cancel-your-account

Cheers,
Genevieve

Lucygggg

Hi Genevieve,

I definitely only have one account and have signed up to one free trial. I have cancelled the account again. Please can I be refunded for the month I was charged?

it was charged in dollars so not sure if it’s the US version?

thanks,

Lucy

Genevieve P.

Hi @Lucygggg

Free Trials will not automatically charge you for anything - at the end of the trail the account turns to a free/cancelled account unless specifically upgraded. 🙂

Here's the login for the EU version to check and see if you may have a second account: https://app.smartsheet.eu/

I am unable to help address refund requests, however you can contact the finance department here: https://help.smartsheet.com/contact/downgrade

Cheers,
Genevieve

Lucygggg

Hi Genevieve,

I believe I did accidentally use the EU version and create an account when I meant to have a free membership. Please can I get a refund seeing as I never used the account after the first month?

Sorry for my late reply on this, I have been away on vacation so just trying to sort it now.

Thank you,

Lucy

Genevieve P.

Hi @Lucygggg

I am unable to address refund requests; I would recommend either following-up on your original ticket explaining that the account is an EU account, not .com, or contacting the finance department here:  https://help.smartsheet.com/contact/downgrade

Cheers,
Genevieve