Why are unlicensed users asked to upgrade to Premium?

Rob Hagan

Hi there,

Not sure whether this is request for change or an error in our licensing/configuration, but the unlicensed users in our configuration see a message that reads "You have limited access to Smartsheet. Upgrade to use premium features" whereas the licensed users do not see that message.

We have (we think) a properly licensed implementation of Smartsheet and that allows for a mixture of legitimately licensed and unlicensed users. The latter wonder why they are being asked to upgrade all of the time.

Advice?

Rob Hagan

It is probably worth noting that they are members of our Account with user-ids on our Domain. In Smartsheet terms they only need to be "collaborators" and don't need to be licensed users.

Susan Peck

@Rob Hagan I agree this constant nagging to upgrade (i.e., pay money) is annoying and confusing to many non-licensed users. Collaboration is the key to Smartsheet so to constantly tell people who have a Smartsheet login that they need more is not helpful. I spend a fair amount of time fielding questions and requests for licenses that will never be granted in our organization. Given what we pay for a Business or Enterprise account, we should have the option to turn those messages off.

Devynn Johnson

I agree, we are a small medical center with limited funds for licenses, many of our users do not have license, and do not need one, but the "upgrade for a licenses" pop-up makes them think they cannot use or even view sheets until they upgrade. This annoyance has held up many projects, and wasted so much time. We need to be able to turn this function off.

Tim Starkey

We just started rolling out smartsheet to our office. About 150 employees. We also went the enterprise route, and thought we had 'right sized' our licensing, based on the premise that the vast majority of users will be viewers only to the various sheets and reports. When I saw the 'upgrade' banner across the top of an 'unlicensed user' account connected with our domain, all I could think of is how our staff will feel. Bummed. We made an investment into the smartsheet platform, worked with smartsheet to develop custom API's, integrated Control Center... like I said, an investment. But from our staff's perspective, it will look like we cheaped out with some "free platform". I am posting this here in the hopes that this is being reviewed for enterprise clients with an option to turn this off.

Adam Kinney

https://community.smartsheet.com/discussion/69709/why-are-unlicensed-users-asked-to-upgrade-to-premium

Agree, it has been a deterrent to my fellow associates that I am hoping will want to implement Smartsheet and puts me in a hard position as the current key stakeholder for the company.

Rob Hagan

It would assist our understanding if smartsheet could post a response into this thread with some rationale as to why the system is configured as it is. Thx Rob.

JSanita

Agree. I am in the process of deciding on using this product. We do have an enterprise license and would like a number of collaborators and viewers to use my configuration. In an effort to streamline a process. If they are bombarded with emails asking for them to get a premium license it will be negative feedback on the new process.

Nick Burrus

This is something we're experiencing with deploying Smartsheet for a government-level-enterprise organization right now. The amount of license request pop-ups is making this government entity reconsider. We made training material on how to dismiss these.

Amy McMillion

I would like to see Smartsheet post an answer here as well. We utilize the Enterprise program, and the collaboration of unlicensed users to our field teams. We often have to field questions and assist field teams with this problem, which is time consuming and inconvenient. This takes away from the efficiency of the program.

SeanPM

Also cast my vote on this. It instantly adds confusion on even a small roll out.

Dave Lyons

I would like to see Smartsheet post an answer here as well. We have Enterprise licensing and at this level should have the option to turn this request off. We have over 400+ users and the constant request we get for licenses, as others have stated, that are not going to be granted is bothersome at best.

To management and end users this really appears to be up sell technique used by Smartsheet marketing and at the Enterprise level is not a good look

Paul H

It got to the point I created an email rule to move them into another folder and ignore. Worst part of being an admin is that stupid green update button shown to every non-licensed user.

I would suggest an option to display a custom message rather than email the admin. Tell people to "request via their manager/supervisor"

Frank Falco

I agree this needs to be removed.

We have an Enterprise license and was constantly getting requests, especially from new users.

I now have to send an email before I add them to ask them not to do it.

It is extremely annoying.

SmartSheet, please remove this big green button.

L Thrasher

I agree - this bar is confusing to my team that doesn't need a license and makes on boarding a bit difficult. It also shows up in dashboards when in presentation mode and makes the clean dashboard look silly.

Robert M.

Keeping this thread / request alive. I would also like to see this removed as it just creates more work for Smartsheet system admins to continue to review unnecessary requests coming from users who truly do not need a license.