Accesses revoked and cannot be restored

I am the admin of a workspace space in Smartsheet. On July beginning, ownership of the program was officially transferred to one of our team members.

That team member recently returned from holiday and noticed that their access has been unexpectedly downgraded to Viewer. Additionally, the Owner field for the relevant workspace or sheet now shows as “Loading” instead of reflecting their account, which was previously listed as the Owner.

I’ve also observed that other users’ permissions have changed without any action on our side:

One User was previously an Admin, now appears as Viewer
Another had Editor – Cannot Share access, now also listed as Viewer

These permission changes appear to have occurred sometime late last week, but we have no record of anyone manually updating them. We’re concerned that this may have been caused by a system issue or an application-level change.

Can anyone help me with this issue? I can see the issue in other workspaces managed by me as well. When I try to change the access type it is giving error.

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Cassie L

Hi there,

I would recommend submitting a support ticket with Smartsheet so they can look into this for you on the backend https://supportportal.smartsheet.com/s/ (could something have changed with your org's subscription model?)

They changed this option over to an AI chatbot initially (where you used to be able to start with submitting a ticket) but it will help you submit a ticket if the issue cannot be resolved.

Best,

Cassie

Mohammed Montas

Thanks Cassie for your suggestion. I actually submitted 2 tickets last Thursday and not getting any responses in those tickets from support team. I will wait for their response. Thanks again for your help!

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