I need to change the primary email address on my trial account!!

Kelly S

I need help please!

I started a trial with Smartsheet for my new employer but I used my personal email address. I need to change the primary address to my work one - ideally before I upgrade my account. Smartsheet support only sent me a link on how to do this and it didn't work.

https://help.smartsheet.com/articles/2392037-change-the-email-address-used-with-your-smartsheet-account

So, my personal email trial account has the sheets etc that I need to keep. It appears I may have had a trial under my work email too but I deleted that. I don't know what to do!! I tried simply add a new user so that I'd be able to make them primary but I get the message below. I only want to upgrade to a individual license account - not multiple licensed users......HOW DO I DO THIS? Thank you so much in advance

Genevieve P.

Hi Kelly,

Email addresses can only be associated with one account at a time (as you have found). Even if you have cancelled a previous Trial account, Smartsheet still associates that email with the old, cancelled account. You can gain access to the cancelled account by logging in to it, using the "Forgot Password" link to re-set your password (see here).

Now you have a few options. You can either -

1 . Use the steps in the Help Article you linked above under the "Issue: Address Can't be Added" section to remove your work email from this cancelled account (by adding a different, third email to the cancelled account as the Primary address).

-or-

2 . Upgrade the re-opened previous account that is associated with your work email (instead of this current one on your private email). Then, once your new account has a license, you can transfer ownership of all of the items you created while on Trial (see here).

On another note, as Community Moderator I am able to edit posts on the Community, so I have deleted the screen capture that was uploaded as it contains your email address.

Let me know if you need any more help and I'm happy to clarify anything further for you.

Cheers,

Genevieve

Genevieve P.

Hi Kelly,

Email addresses can only be associated with one account at a time (as you have found). Even if you have cancelled a previous Trial account, Smartsheet still associates that email with the old, cancelled account. You can gain access to the cancelled account by logging in to it, using the "Forgot Password" link to re-set your password (see here).

Now you have a few options. You can either -

1 . Use the steps in the Help Article you linked above under the "Issue: Address Can't be Added" section to remove your work email from this cancelled account (by adding a different, third email to the cancelled account as the Primary address).

-or-

2 . Upgrade the re-opened previous account that is associated with your work email (instead of this current one on your private email). Then, once your new account has a license, you can transfer ownership of all of the items you created while on Trial (see here).

On another note, as Community Moderator I am able to edit posts on the Community, so I have deleted the screen capture that was uploaded as it contains your email address.

Let me know if you need any more help and I'm happy to clarify anything further for you.

Cheers,

Genevieve

Kelly S

Thank you very much! I got it to work now! sorry about the pic @Genevieve P

Genevieve P.

Glad to hear you got it sorted! And no worries about the pic haha. I just wanted to make sure you knew this site was public so anyone could see it.