Urgent: Paid and Free Plans Under Same Email — Possible Deletion

LABLONDON

Dear Smartsheet Support,

I had both a personal paid plan and a free plan, both associated with the same email address.

There was ongoing confusion when logging in — sometimes Smartsheet would sign me into the free version with no data, and other times into the paid version where I manage my work.

To avoid this confusion, I recently attempted to delete the free plan, but it now appears that both accounts may have been deleted. I can no longer access the paid plan, and logging in either redirects me to the sign-up page or shows no data at all.

Could you please urgently confirm:

1. Whether my paid account and its data still exist
2. Whether the free plan can be permanently removed from my account
3. How I can regain access to my paid Smartsheet plan and set it as my default

I would appreciate your help as soon as possible.

Kind regards,

Laurence

Genevieve P.

Hi @LABLONDON

Since this is a public Community forum open to Google and other search engines, I've removed your email from the original post.

I also wanted to hop in here to ask if there's any possibility you may be signing into two different regions of Smartsheet? Smartsheet has different instances where the data is stored in different countries.

You can tell what region you use by looking at the URL you're accessing when you look at a sheet:

URL contains	Sign in with
.com	North America
.eu	European Union
.au	Australia
.gov	Smartsheet Gov

Check to see if you sign in with a different version (e.g. the EU version, here: https://app.smartsheet.eu/ ) if your sheets show up again!

Cheers,
Genevieve