Admin Locked Out After Domain Change – Access Blocked for 2 Months (High Business Impact)

Question

Hello Smartsheet Community,

Our company recently went through a domain/email change, and since then one of our team members has been unable to access her Smartsheet account because the previous email tied to the account is no longer accessible.

We have attempted several times to update the account to the new email address, but have been unsuccessful.

Complicating the issue, this user is also the primary admin for our workspace, which has limited our ability to manage users and workspace settings.

We have basic Smartsheet support, and the ticket submitted on January 16 has unfortunately gone unanswered so far.

This has cause major disruption to our operations, as we rely on Smartsheet for project coordination.

Has anyone encountered a similar situation after a domain change, or is the only solution for Smartsheet Support to manually update the login email?

Any guidance would be greatly appreciated.

Thank you in advance.

EunikaConstant · Answer

Hello Thanuja,

Thank you for providing this solution. Unfortunately, the client is only on the Pro Plan so we had to workaround the situation. We're monitoring closely for stability and they are also looking into upgrading to prevent any more downtime in the future. Thanks a million.

EunikaConstant · Answer

Hi Adrien,

Thank you for your proposed resolution. We were able to regain access by simply logging in with the correct password. Being that it is a smaller company and that client is only on the Pro Plan, managing with the domain verification was not an option.

We added the new email doman in as a new user, transferred ownership, and deleted the original user from the old domain. So far, everything looks stable.

Thank you again for your prompt response.

Adrien Leduc · Answer

Hi Eunika,

I have went through a couple of domain changes, here is what I can tell you:

You will need a smartsheet admin and IT person help for this. In the smartsheet admin, there is a option in the admin to add and verify domains. You will need to do that for both domains (old and new):

https://help.smartsheet.com/articles/2483051-domain-management

If you're unable to do that unfortunately I don't have a solution at hand sorry. As I mentioned for the domain verification you will need an IT person to add the details to the domain DNS record and that obviously mean they still need to have access to the previous domain.

Once that is done, you need to invite everyone (who didn't change their emails by themselves) on smartsheet with their new emails, wait until they have "validated" their new email and connected once, then you can merge their old and new accounts.

https://help.smartsheet.com/articles/2481942-admin-center-combine-accounts-with-user-merge