Where can I log a complaint about poor customer service?

Marcia Relling

I have tried via multiple avenues to get support assistance but have been unsuccessful. Please could someone assist by pointing me in the direction of where I can get support as the call centre, sales representative and other emails I've tried are not responding to my queries so using this channel as a last resort.

Andrée Starå

Hi Marcia,

Sorry to hear that you’re having trouble getting support.

Can I help in any way?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

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

Genevieve P.

Hi @Marcia Relling

I'm happy to help direct you to the appropriate resources!

If you're using a Credit Card to pay for your subscription, you can update this at any time by going to your Account Admin > Plan & Billing Info. From here, click Edit Address & Payment Info to adjust your card's information. You can also adjust your payment method from this window, as well (see here for steps on how to do this).

Subscriptions will automatically renew on either a Yearly or Monthly basis (depending on what you have chosen) unless you have specified that you want to switch to a Free Account at the end of the subscription period.

You can set this up to make sure you have the option to manually renew by going again to the Plan & Billing Info window and clicking Cancel Account. This will bring up a window with options to choose from: Switch to Free or Deactivate. If you choose Switch to Free, you can choose to do this either immediately or at the end of your current paid subscription. (See our Help Center article, here.)

If you still have questions or concerns about your account or payments, please reach out to our Finance Department: https://www.smartsheet.com/finance-support

Keep in mind that they will need to be contacted by the email address associated with the account you would like to cancel in order to discuss private payment details.

Hope this helps!

Cheers,

Genevieve

Genevieve P.

Hi @Marcia Relling

Yes of course! Here's the direct form to contact our finance department: https://www.smartsheet.com/contact/finance

Make sure that you contact them from the email address associated with the account so they can discuss private details with you.

Thanks,

Genevieve

Andrée Starå

Hi Marcia,

Sorry to hear that you’re having trouble getting support.

Can I help in any way?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

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

Marcia Relling

Hi Andre,

Thanks for getting back to me - much appreciated!

I need help with the following:

1.     Smartsheet renewed 2 x of my user subscriptions without my permission. I would like to keep 1 of the subscriptions and terminate the additional subscription.

2.    Please could you assist in refunding me for the terminated subscription.

3.    Please could you update my payment preferences to be EFT only and remove the credit card details from the Smartsheet system completely.

Thank you in advance for your help. This is the first assistance I have received after 2 weeks of following up with the various avenues listed on the Smartsheet website.

Many thanks,

Marcia

Andrée Starå

@Marcia Relling

Happy to "try" and help!

Unfortunately, this isn't something I can help with because I don't have any access to that information.

@Genevieve P Can you help Marcia?

I hope it gets resolved swiftly for you now!

Marcia Relling

@Genevieve P please could you assist with the following:

1.    Smartsheet renewed 2 x of my user subscriptions without my permission. I would like to keep 1 of the subscriptions and terminate the additional subscription.

2.    Please could you assist in refunding me for the terminated subscription.

3.    Please could you update my payment preferences to be EFT only and remove the credit card details from the Smartsheet system completely.

Genevieve P.

Hi @Marcia Relling

I'm happy to help direct you to the appropriate resources!

If you're using a Credit Card to pay for your subscription, you can update this at any time by going to your Account Admin > Plan & Billing Info. From here, click Edit Address & Payment Info to adjust your card's information. You can also adjust your payment method from this window, as well (see here for steps on how to do this).

Subscriptions will automatically renew on either a Yearly or Monthly basis (depending on what you have chosen) unless you have specified that you want to switch to a Free Account at the end of the subscription period.

You can set this up to make sure you have the option to manually renew by going again to the Plan & Billing Info window and clicking Cancel Account. This will bring up a window with options to choose from: Switch to Free or Deactivate. If you choose Switch to Free, you can choose to do this either immediately or at the end of your current paid subscription. (See our Help Center article, here.)

If you still have questions or concerns about your account or payments, please reach out to our Finance Department: https://www.smartsheet.com/finance-support

Keep in mind that they will need to be contacted by the email address associated with the account you would like to cancel in order to discuss private payment details.

Hope this helps!

Cheers,

Genevieve

Marcia Relling

Hi Genevieve,

Thanks for the help! Can you provide me with a direct finance/billing contact to assist with the refund for the 2nd account?

Many thanks,

Marcia

Genevieve P.

Hi @Marcia Relling

Yes of course! Here's the direct form to contact our finance department: https://www.smartsheet.com/contact/finance

Make sure that you contact them from the email address associated with the account so they can discuss private details with you.

Thanks,

Genevieve