Any news form case number 04404716

Andreina Soverini

After upgrading from free plan to business plan, I’ve checked the Account Settings on my Smartsheet portal and I’ve seen that the plan has changed in Business (as you can see in the image below)

 I’ve tried to use some settings allowed from the new plan, as manage users and groups or using the admin portal, but these kinds of settings are not available…

 Can you tell me if there are some modifications that I’ve to do in order to enable the Business details?

 Please, let me know or redirect my request to the right department.

 Have a nice day

In attach some useful documentations

Andrée Starå

Hi @Andreina Soverini

I'd recommend that you remove the PDF and the first screenshot because it contains personal information.

What are the settings that you can't use? Also, have you tried logging out and in again?

I hope that helps!

Have a fantastic week & Happy Holidays!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Andreina Soverini

Thanks, Andree...thank you for your attention about the attached, they are business informations that are on our site.

Anyway, I've (obviously) already tried to log off and log on, the upgrade process has been done more than a month ago.

I'm trying to manage users, groups, create new admin profiles, and check the admin portal... Those are the features that I'm trying to use.

Andrée Starå

@Andreina Soverini

Happy to help!

What access/permissions do you have on the account? (System Admin, Group Admin)

Andreina Soverini

Good question, I really don't know...

Before the upgrade process, the user Soverini, were an Admin...now I'm not sure but it's the only one (admin one) that we have.

Andrée Starå

@Andreina Soverini

Can you check the DocuSign document who was set as the Admin?

Andreina Soverini

Checked...

The Admin is me soverini@XXXX.org

Genevieve P.

Hi @Andreina Soverini

I have removed the two items @Andrée Starå mentioned that contained sensitive information.

Users in the Community will be able to help with general troubleshooting or account guidance, but when it comes to specific issues or concerns with your personal plan, it would be best to contact either your Sales Representative that you originally set up the plan with, or our Support Team. This way you can share confidential information with them and discuss private details in a one-on-one channel.

Based on your description and issue, it actually sounds like this may be best directed towards the team that sets up accounts. I've checked in with our Support team and they have forwarded your original ticket (mentioned in this thread) to that team. You can also contact them by filling out this form, here.

Cheers,

Genevieve

Genevieve P.

Hi @Andreina Soverini

Our activations team has let me know that your account should now be set up with you as the System Admin. Please try logging out and then in again to see if you can now access the Admin Center from your Account options. If you are still having issues, please do contact Smartsheet again through the form I linked to above!

Cheers,

Genevieve

Luca Mastrobisi

now it’s ok. Thanks

Andrée Starå

@Andreina Soverini & @Luca Mastrobisi

Happy to help!

Glad it's working now!

Happy Holidays & Happy New Year!