Can users just disappear from Smartsheet?

Ivana

We've had this on several occasions where a user with a licence was suddenly "deleted", meaning that all of their folders disappeared as well. This is very strange and we don't understand if it's an internal issue or if this has anything to do with Smartsheet? Did this happen anywhere else? Thanks.

Andrée Starå

Hi Ivana,

I’ve never heard about it before!

If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team as soon as possible so they can have a closer look at what happened. Smartsheet Support Team

I hope that helps!

Have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

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Andrée Starå

Hi Ivana,

I’ve never heard about it before!

If you haven’t already, I would recommend that you reach out to the Smartsheet Support Team as soon as possible so they can have a closer look at what happened. Smartsheet Support Team

I hope that helps!

Have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

✅Did my post help answer your question or solve your problem? Please help the Community by marking it as the accepted answer. It will make it easier for others to find a solution or help to answer!

Ivana

Thanks Andree. I have contacted the Support Team and I really hope they can help us because we've lost a lot of work!! Our system admin said he didn't touch anything so we really don't understand what happened, these users are all licensed users and they owned a lot of sheets and folders in our shared workspace - and now it's all gone! Or with ownership transferred to random people... So bizarre! Hope we get to the bottom of it with the Support Team. Thank you!

Andrée Starå

Happy to help!

Let me know how it goes!

Ivana

It turns out one of the users accidentally unshared the workspace with the others. By doing this, we believe Smartsheet automatically transferred sheet ownership to that user, as he was the only one left to have access to the sheets (because he unshared everyone else). So this was human error. Unfortunately, it appears that there is no way to trigger an alert to let someone know they've been unshared from a sheet or workspace. Anyway, the mystery has been solved. Thank you!

Andrée Starå

Excellent! 

Glad you found the reason! 

Best, 

Andrée