I upgraded from free to pro. I cannot access my sheets or Smartsheet support. Help?

nwestie

I recently upgraded to a paid Pro account. The day I upgraded I could access everything I had created. I created a new sheet and it put it in a new untitled workspace. When I went back to access my other (previously created) Workspace today, I get a message "An error has occurred in Smartsheet." I've logged out and logged back in, I've done everything the ChatBot suggested. It tells me to submit a support ticket, but when I click on the Submit Ticket button, it takes me to the article "Access the Smartsheet support portal" which says Paid Smartsheet users on a Pro, Business, or Enterprise plan, licensed Smartsheet Gov plan users, paid Brandfolder users, and paid Resource Management users can get technical support by submitting a ticket in the customer support portal.

Help? I have paid for something that isn't letting me use it - plus I have no access to download the important documents attached to my previously created sheets.

Isaac A.

Hi @nwestie!

After carefully reading your case, it might be possible that the assets you are looking for are associated with a different plan. Have you been part of multiple Smartsheet plans in the past, perhaps?

It's important to note that items you create are primarily owned by your plan, not just by you as the creator. This model helps manage access and prevents items from being lost when someone leaves a plan. You can see more info on this here: Item ownership overview.

This might be why you can't see those items right now. However, I don't want to speculate. For this, it is definitely better to work with our Support Team.

In the meantime, you could try creating a Copy of the entire Workspace with Save as New to see if this helps regain access.

Regarding the Support question, your level of Support is different than your plan type. Depending on your level of Support, you will have different forms to engage with our team. You can find more information on that here: Get online Help and Support.

As of right now, I do see that there is an existing Support ticket open on your behalf, so once it is assigned to a Support Agent, you will receive a response from them.

I hope this helps to clarify things a bit!

Cheers,
Isaac.