Notification and Access Issue

Question

Hi everyone,

I’m seeing an inconsistency with notifications in Smartsheet and wanted to check if anyone else has encountered this.

We have two users working in the same RAID log sheet. Both users are posting comments in the Conversations panel and tagging others on specific RAID items.

For one user, tagging works as expected — tagged users receive email notifications.

For the other user, tagging behaves differently — notifications appear within Smartsheet, but no email notifications are sent.

Both users appear to have similar roles and are working in the same sheet, so we’re trying to understand what could be causing this difference.

Has anyone experienced a similar issue or know what settings (user-level, sheet-level, or admin-level) could impact whether tagged notifications trigger emails?

Any guidance would be appreciated!

Nitish K · Answer

Continuing in comments

Wanted to share an interesting observation and see if anyone has experienced something similar.

We recently had an issue where one user was able to tag others in Smartsheet Conversations and trigger email notifications as expected, while another user (in the same sheet, similar setup) was only generating in-app notifications — no emails were being sent.

What’s interesting is that the issue seems to have resolved itself without any configuration changes on our side.

The only notable difference:

When the affected user logged in, they received a message indicating that their trial period had ended.

They chose not to upgrade at that time.

After this, we tested again and email notifications started working as expected.

We’re not entirely sure if the trial status was impacting email notifications, as there isn’t clear documentation confirming this behavior.

Has anyone seen something similar where:

Trial/licensing status affected notification behavior, or

Email notifications started working without any explicit changes?

For now, we’re treating this as a “learned observation,” but would love to understand if there’s a known explanation.

Thanks in advance!

Nitish K · Answer

They had checked all the boxes but still they had this issue

Paul Newcome · Answer

Have the user not receiving emails check the notifications tab in their personal settings.