Users being set back to Provisional after upgrading them to members

Has anyone else noticed that paid members are being set back to provisional (then defaulted to viewer - in our case, we've elected to default provisional users to viewer rather than member)?

During our last true-up I upgraded a group of people to paid members. Then SS paused things while they worked through issues or whatever. Then they un-paused and the true-up started again.

A BUNCH of people whom I had upgraded to paid members during the last true-up had been put back to provisional, and on January 1st were set to viewer (because that's what our default is, would have been set to paid if that was our default).

It is my understanding that once someone is a paid member, they are a paid member until you change them, but the true-up process seems to set them back to provisional somehow and I end up updating them all over again.

This true-up process does NOT make us more efficient.

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Marcela

Hello @Andrea Zenner,

During the true-up process, if no action is taken during the review period, the system defaults to auto-downgrade users to Viewer (or another role based on your configuration). This is to ensure no automatic charges occur unless explicitly configured by the System Admin.

You can find more details about managing provisional member settings and the true-up process here: Admin Center: Provisional Member Settings.

Cheers,

Marce.

Andrea Zenner

@Marcela I understand that, and we do make necessary changes at true up. These are folks that I upgraded to paid members during our last true up who then come back on the list as provisional and have to be upgraded again. It is frustrating for the users and for me as an admin.

Marcela

@Andrea Zenner

Thank you for the clarification. I understand how frustrating this situation must be for both you and your users. Based on the behavior you're describing, it seems like there may be an issue with how the true-up process is handling previously upgraded members. This isn't expected behavior, as once a user is upgraded to a paid member, they should remain in that role unless manually changed.

To address this, I recommend reviewing the provisional member settings and ensuring that any changes made during the true-up are being saved and applied correctly. If the issue persists, it may require further investigation by Smartsheet Support to determine if there's a system-related issue causing these changes to revert.

Marcela

@Andrea Zenner

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