"Send" row function now requires paid license - no advanced warning

Jaye TatoneJaye Tatone ✭✭✭✭✭
edited 12/09/19 in Using Smartsheet
09/25/19 Edited 12/09/19

Why were we not informed about this? Copied below is the exact email I received from Smartsheet Product Info on September 17th. This is very frustrating to have a functionality stripped with no warning. We ran through this list with our teams to determine whether or not any of our free users would require an upgrade. This is not the user experience we would have preferred from our core system and using the send row functionality is an integral part of the way so many of our users work.

Over the past two weeks we have communicated to you upcoming changes we are making to the capabilities available to unlicensed users in Smartsheet. This email is to update you on one alteration to the list of features affected. Upon further review, we have decided that at this time we will maintain access to the View Cell History feature for all users. Please find the updated list below.

Effective September 19, the following actions will only be available to licensed users:


  • Create and manage shared filters
  • Create conditional formatting
  • Lock rows and columns
  • Publish sheets
  • Edit project settings
  • Save sheets as templates

Reports and dashboards

  • Create or alter report definition (updates remain possible by any user, licensed or free)
  • Remove columns from a report
  • Publish reports and dashboards

Alerts, reminders, and requests

  • Create and manage manual reminders for other people
  • Create and manage manual update requests
  • Create and manage automated alerts and reminders

Home screen

  • Create workspaces



  • Andrée StaråAndrée Starå ✭✭✭✭✭

    Hi Jaye,

    Another user got an answer.

    I called customer support today.  This is part of the Sept 19 changes for unlicensed users.  The rep I spoke to did not know why it was left out of the announcement email.  But he did send me a list of the new changes and the removal of send row for free users was on it.  

    We are implementing a work around using a contact list column and a workflow that emails rows based on input there.  But it's really no the same.  

    More info here: https://app.smartsheet.com/b/publish?EQBCT=258f80b10559472490a602df64fb3fa6

    Hope that helps!

    Have a fantastic day!


    Andrée Starå

    Workflow Consultant / CEO @ WORK BOLD



    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E: [email protected] | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me about help with Smartsheet, integrations, general workflow advice, or something else entirely.

  • Hi Jaye,

    I am sorry that this change came as a surprise to you. On September 3rd, an email was sent to System Administrators notifying them of upcoming changes to free user capabilities. In that email we grouped features by category—not all capabilities were called out explicitly.

    We continue to believe free users play an important role in collaborating on the work you manage in Smartsheet and these changes will not impact their ability to participate by viewing, editing, and updating sheets and reports. However, we also believe that creating, owning, administering, or driving a process, program, or project in Smartsheet should require a paid license. The majority of unlicensed users will not be impacted by this change, less than 1% of the active unlicensed users in the last 90 days accessed one of these features.

    If you’d like more information about what capabilities now require a license, please see the following resources:

    • Customer Dashboard here (that's the dashboard that Andrée links to in his response here as well).
    • Help Center article on User Types here.

    Gwyneth Casazza

    Community Administrator

  • NBurrusNBurrus ✭✭✭✭✭

    We did not receive any such emails about these changes...

  • The removal of the send row functionality by unlicensed users is infuriating!!!  Instead of working on work, spent days scrambling to find a work around for this change. This change will force me to look look at solutions other than smartsheet.  

  • jeremypylesjeremypyles ✭✭✭✭✭
    edited 11/20/19

    We encountered the same issue. Emails to my rep went unanswered. (Jigme)

    We were also upgrading from an ancient legacy TEAMS plan to the BUSINESS plan at the same time. The upgrade never happened for over a month. Unanswered emails...

    My 3rd message finally got a response from my new rep (Jillian). We finally got the upgrade done but my questions about removed functionality are just ignored. I cc'ed the CEO of smartsheet (Mark Mader) as I had previous been in contact with him when the company was small and connected to its customers. We've been using smartsheet for probably almost 10 years.

    Here's what I just wrote to Jillian and Mark:


    See the notice below that was published on 9/25.

    Here are the issues:


    1. We’ve been using this feature for years.
    2. You sent notice that features were being pulled (tacky)
    3. Your notice is wrong/incomplete


    I’d like some resolution to this. I’m not happy.

    If you want to change your product licensing features over time, I get it. But the right and decent way to do it is to pull those features for NEW customers going forward, not punish your long-time previous users.


    MARK, do you have any feedback?

    With features being pulled and Smartsheet going offline for uncomfortable periods of time, I have to say that I’m extremely disappointed in the product and the company. We really like Smartsheet and rely on it, but this is extremely disappointing.


    I would encourage anyone reading this post to speak out very vocally about this issue of previous functionality being retracted.

    If enough of us scream maybe (doubtful) they will listen.



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