Trouble with True‑Up Process – Seeing Unexpected User Role Changes

Question

As part of the True-Up review, I started updating our Provisional Members with the appropriate Seat Type. Now I’m seeing some inconsistencies and unexpected behavior with User Roles that I wasn’t anticipating.

* Users who are not part of the True-Up are having their license types changed within Smartsheet.
* Some users who were previously removed from Smartsheet have reappeared — even though they are no longer with the company.
* Others are being removed unexpectedly without any action on our side.

I’ve submitted a ticket with Smartsheet Support and am waiting to hear back, but in the meantime, I’m curious if anyone else has experienced anything similar during their True-Up process?

Any insight or shared experiences would be helpful!

K Miller · Answer

I would love to work with the support team if they would respond to my support ticket. It has been a week and I'm still waiting for them to connect on my case. Not sure why they have you submit a ticket if they are not going to respond.

Georgie · Answer

Hi @K Miller,

These do sound like unexpected behaviours and so opening a support ticket is the best thing to do here - please continue to work with the support team. You can view any open support cases and create new tickets in the customer support portal.

Thanks,

Georgie