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expired trial to member of team plan

James Zurwell
edited 12/09/19 in Archived 2015 Posts

i apologize in advance if this was asked before, but i didn't find it in the forum yet.


i have a user that was on a trial to gain access to a sheet that she is one of many users of this particular sheet.  Her trial expired and i sent her an invite (used her same email address) from our team account, but it was not as a licensed user.  When she logged in she appeared to have access to all the same sheets... i took that as a win.


Today, she is trying to modify information in one of the sheets and has a message saying "you can access this feature when you upgrade your account".


did i do something wrong, to the best of my knowledge she is not an "owner" of this sheet. I can verify her "account" is active.


Smartsheet has "exploded" here and this is only the first user that i've invited that had a trial account, and i'm afraid of future issues similar to this as i know i have other users on expiring trials.


  • Hi James,

    if are you now managing a team or enterprise account and want them to join your account, the they will need to terminate their trial first before accepting your invitation.


    From Smartsheet Help:

    1. - Click Account > Account Admin > Plan & Billing Info.
    2. - Click Cancel Account. The Cancel Account form appears.
    3. - Select "Cancel Account": Immediately deletes the sheets you own and completely closes your account, preventing you from logging back in.
    4. - Click OK. A confirmation message appears.
    5. - Click OK.


    I went along the same road, because I wanted to get people quickly to try Smartsheet without all that admin stuff ;-)

    I'm not sure if I remember right, but I think once thy joined, you need to reassign them to the sheets/tasks/worklplaces.


    Best regards


  • Travis
    Travis Employee
    edited 12/04/15

    Hi James, all users regardless of their plan type or status (free/paid/trial/etc) can be shared to and edit sheets owned by paid users. 


    You mentioned you added the user to your team as a non-licensed user. As Stefan mentioned, they need to accept the invitation before they are members of you team but this will not affect their ability to be shared to and edit sheets shared to them by paid users. It is also not necessary for her to cancel her trial account, because her trial already expired. 


    Here are a couple possibilities why they cannot edit the sheet in question:

    -It is owned by her (non-licensed user). Free (non-licensed users) cannot own or create sheets. Any sheet she created while in her trial will be read only unless it is transferred to a paid user or she is given a license.


    -She attempted a change in the sheet that is reserved for paid users only. Structural changes such as adding/removing columns, changing column properties, creating webforms, etc are only available for paid users.


    Here is more information on non-licensed users and what they have access to: http://help.smartsheet.com/customer/en/portal/articles/520100-user-types#nonlicensed

  • James Zurwell
    edited 12/04/15

    thx for the update... today has been a day of crisis on other fronts..... i was able to pull a report of all the smartsheets in use under the Team account.  As of the end of the day 12/1/ 15, she is listed as an admin for this sheet. At that time, she was was closing in on the end of her trial. 


    i beleive i sent her the invite on 12/2 and that is when she could not modify the sheet.  I have since confirmed what she wanted to do, which was modify information in a drop down box on the sheet.  Due to the multiple crisis' of the day, i have not had a chance to pull a report and see if she is still listed as an admin of this particular sheet.  I'm hoping to do that soon....


    the owner of this particluar sheet is is on our team account and a licensed user.


    i'm hoping this follow up information helps.

  • Travis
    Travis Employee

    James, from your explanation it sounds like she was added as a free (non-licensed) member to your account, correct? Free users cannot make structural changes to sheets which includes changing column properties. Because of this, she cannot modify the predetermined values in a Dropdown List. Giving her a license will enable this and other features for her.


    Let me know if you still have questions on this. Thanks! 

This discussion has been closed.