Sharing an alternative email address

César ✭✭
edited 12/09/19 in Smartsheet Basics

I usually "recycle" email addreses to avoid license payments. For example: and the recycled one would be,

Gmail allow that, and it eases some automatic activities.

Anyways, when I am trying to share a sheet in smartsheets, the system does not allow to do that, and alerts that the email address is not valid.

Is there a way to escalate that to smartsheets support?



  • Shaine Greenwood

    Smartsheet offers a generous free trial to encourage users to get the full experience before purchasing. We do not support users engaging in activities that violate our terms of service. Account aliases using the +1 feature in Gmail are not supported on Smartsheet's platform.

    (You can start a trial by clicking the Try Smartsheet Free button on our Pricing page.)

  • J. Craig Williams
    J. Craig Williams ✭✭✭✭✭✭

    What part of the usage of and violates the terms of service?

    I have many, some licensed, some active unlicensed, some non-users. Some in my accounts (I have two) and some in others (all* unused due to project closure) in other accounts.

    I have never had a problem with this issue before and it is a usable work-around for not being able to use the same email in multiple accounts, which is a must for a consultant or someone like me willing to lend a hand pro-bono to non-profit orgs that have a mission I agree with.

    If this has changed, it has been in the past few months when I had no need to add alternate users to my own or other accounts.




  • Shaine Greenwood

    Hi Craig—

    It appears that they're trying to associate aliases with Smartsheet accounts. We require a real email address (not an alias) to be associated as the main email on an account. Here are snippets of our Terms of Service and Acceptable Use Policy that relate to this:

    Terms of Use (relating to non-paid accounts)

    5.4 Free and Beta Services

    “Customer acknowledges and agrees that: (i) Free Services and Beta Services are made available to Customer without any warranty, commitment to availability, security or accuracy, or other related obligation of any kind under this Agreement, unless otherwise required by applicable law; (ii) Free Services are made available to Customer without any support, maintenance, indemnification, or other related obligation of any kind under this Agreement, unless otherwise required by applicable law; (iii) Free Services may not include or allow access to all features and functionality available to paying customers; (iv) Smartsheet may terminate Customer’s access to or use of a Free Service at any time, unless otherwise specified in writing, and Smartsheet will not be liable for such termination; and (v) Customer Content submitted to a Free Service may be permanently lost, and Smartsheet will not be liable for such loss.”

    Acceptable Use Policy

    You agree not to:

    • Breach or otherwise bypass any security or authentication measures of the Services.
  • Desmond Sweeney
    edited 04/25/19


    This is indeed a recent change, and has affected the way I use SmartSheet.  Please note I am a paying business user with 3 paid licenses.  I have been advised that even paid licenses may not use google +1 email addresses by SmartSheet support so, respectfully, I do not accept the explanation provided above. As this affects my paid account it stands to reason that section 5.4 does not apply, and as I do not believe I've bypassed any security or authentication measures of the system I do not believe that section of the AUP applies. Note that the main email address of my account is NOT a google +1 email address, but is my actual email address.

    I admit that the original poster's message made me laugh out loud (literally) and if he/she is using +1 addresses to avoid paying SmartSheet license fees they SHOULD be prevented from doing so. However the new blanket policy appears to affect paying users as well.

    Smartsheet is currently core to my business, and this change has been a significant inconvenience.  This situation also highlights the risk of integrating third party software into any core business process; it put me at the mercy of Smartsheet's offering, regardless of what I may have experienced during the generous free trial (during which, may I add, I was able to use +1 email addresses).

    - Desmond

  • dayer
    dayer ✭✭

    I suppose Smartsheet must fix the e-mail address in the screenshots from "Change the Email Address Used with Your Smartsheet Account" (

  • Genevieve P.
    Genevieve P. Employee Admin

    Hi Dayer,

    Thank you for bringing this to our attention! We have updated the screen captures for that Help Center article.