SS giving message "Please log out and log back into the app before continuing" and not able to acces

All smartsheets from a workspace is giving the message "Please log out and log back into the app before continuing" when trying to access. Team logged out, cleared cache, used incognito browser and they are still getting this message. An entire team is impacted since yesterday.

A case was opened on support however no one responded yet (was opened 18hrs ago).

Does anyone passed through that or have any tip to provide?

Thanks a lot!

Find more posts tagged with

Sheets

Accepted answers

All comments

Cayla Davis

Interesting, I looked at the overall product status, and saw everything was operational and has been since Jan 17 https://status.smartsheet.com/ - do you have an account manager that you could reach out too, that may help get the case pushed further.

Here are some steps to verify, i know you have completed some of these already:
Steps to Fix the Error:

Log Out & Refresh: Select Account in the bottom-left corner of Smartsheet and choose Sign Out. Close the browser completely before signing back in.
Clear Browser Data: Clear cache, history, and cookies across your browser.
Use Incognito Mode: Use an incognito or private window to see if the error persists.
Check Browser Extensions: Temporarily disable extensions, especially ad blockers, as they may interfere with the application.
Try Another Network/VPN: Turn off any VPNs.
Check Account Status: Verify in the Admin Center that your user status is still active and licensed.

Naeem Ejaz

Try accessing via the Smartsheet Mobile App.

a { text-decoration: none; color: #464feb;}tr th, tr td { border: 1px solid #e6e6e6;}tr th { background-color: #f5f5f5;}

Use:
Admin Center → User Management → Force log-out

This regenerates authentication tokens server‑side (more effective than users logging out themselves).

eoneto

It's a license problem related with the Org associated with the users. The Org which the workspace was created was due and all users lost access to the workspace (even the ones with Org valid). Company is working to fix that.

Thank you all for the responses.

Cayla Davis

Glad you were able to get to the bottom of it!! 🤩

Sign in to join the conversation!

Quick Links

Component react.discussion.discussions had an error.

ref must be one of: categoryID, siteSectionID, category, category/categoryID, category/name, category/description, category/url, category/allowedDiscussionTypes, locale, siteSection, siteSection/basePath, siteSection/contentLocale, siteSection/sectionGroup, siteSection/sectionID, siteSection/name, siteSection/description, siteSection/apps, siteSection/attributes, layoutViewType, discussionID, commentID, page, latest, sort, sortType, lookupSort, discussion, discussion/name, tags, breadcrumbs, discussionApiParams, serverDraftID, serverDraft.