please remove my account

Dear Smartsheet Support Team,

Some time ago I received a Smartsheet account with my old email address (I am currently logged on with that account)

Now if I try to access our Procurement Smartsheet I get this error message:

My procurement Team thinks it has to do with my old account (the one I currently use here)

Is there a way to entirely remove this one? I no longer have access to the email address. I still know the password of the old account.

Thanks, Oliver

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Genevieve P.

Hi @OliMuc

If you're attempting to sign in using the old email address but the company is now using Single Sign-On and that email is not set up in their SSO instance, you won't be able to use that to access their account/sheets.

Your Team will either need to add your old email as part of their plan and configure SSO to work with that email, or you should use a current, active email that they've associated with their plan instead.

Here's more information: https://help.smartsheet.com/learning-track/sso-and-saml-best-practices/troubleshooting-sso

You can sign in using the Email/Password option to then go ahead and cancel your old account/email if you'd like, see: https://help.smartsheet.com/articles/506604-canceling-your-account

Cheers,
Genevieve

OliMuc

Hi Genevieve.

My procurement team is already in contact with Lance from Smartsheet. Let's see what he comes with.

They say

"old email address" (User ID 37454494) doesn't belong to any plan yet has been logging in through OKTA as late as today using "new email address" as external ID on Okta"

Unfortunately it seems I can't cancel my old account (which somehow seems to be kind of linked to my new email) as you need access to the Admin Center for this task?

I am chasing my procurement team for a while now to get the User ID above simply removed as I anyway no longer have access to that email.

Thanks, Oliver

OliMuc

I will forward you an email.

Genevieve P.

Hi @OliMuc

Here are the steps to cancel an account that does not have access to the Admin Center:

Sign in to your paid account https://app.smartsheet.com/b/home
On the left Navigation Bar, select Account > Account Admin > Plan & Billing Info.
In the Plan & Billing Info tab, select Cancel Account.
Choose either of these options:
Cancel Account: To cancel your account on the next renewal date
Delete Account: To close your account immediately
Confirm the changes you’ve made.

https://help.smartsheet.com/articles/506604-canceling-your-account

If this doesn't help, it sounds like you're already going down the right path of contacting Smartsheet through a private channel. Your account team can also create a Support ticket through the portal, here, if they need help diving into the back-end of either account.

Since the Community is a public forum intended for member-to-member support and engagement, I would recommend going the internal Support route in order to share private details (email addresses and account information).

Cheers,
Genevieve

OliMuc

Thanks again Genevieve.

It looks there is a ticket now under number #08598315

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