Smartsheet Basics

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Best practice for merging user with two email addresses/accounts?

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edited 12/09/19 in Smartsheet Basics

Hi there, I have a user who somewhere along the line was set up on Smartsheet with two different email addresses (two of the domains available with our company). One thing led to another and now I'd love to help him get everything combined into one account. 

Does anybody have any best practice tips on how to make this a smooth transition? His "old" account is shared to around 150 sheets while his "new" account is shared to around 50. We need all ~200 sheets shared only to his "new" account. None of these sheets are owned by either of his accounts so it's not as if he can do delete himself on one end and transfer to the other with admin permissions.

Any tips on a smooth transition would be fantastic! Thanks in advance.

Comments

  • Employee
    edited 11/19/18

    Hi Jaye, 

    I would suggest adding the old email address to their new account. Please note, because the old email address is already in use in Smartsheet, they'll receive an error message stating that the address can't be added. To successfully associate their account with the desired email address, they will need a third email address (one that's not in use within Smartsheet). Please see our help center article for directions: https://help.smartsheet.com/articles/2392037-change-the-email-address-used-with-your-smartsheet-account#Cant_Add_Error

     

    Kind regards, 

    Alejandra

     

  • This is not a solution, it is a Hack. SS needs to have a method for managing users that does not involve them doing internet gymnastics to work around a SS issue. I have had numerous users who, for one reason or another, end up with a SS account with our company email. Then trying to get them back into our system with the correct email is absolutely horrendous.

  • Completely agree that it needs a better solution. What I do every single time is ask the person to delete the user they dont need, then I add them in as a secondary email to the primary account. But this takes a lot of time before Smartsheet recognizes that the email is no longer associated with another account

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