how to get help when smartsheet wont respond to emails and phone calls?

Austin Longacre

Has anyone had any success dealing with complex screwups by smartsheet?

Smartsheet had a glitch in their system and transferred my paid licence to another employee with the same email domain as mine (we work for the same company). I only found this out after all my online forms went down, and when I logged into my account to find a notice that my 'Free Trial" had ended. ( I have been paying for smart sheet for two years now). After multiple emails, online form submissions, and voicemails to the Finance and Account Department with NO response I reached out to sales as I can actually speak to a real person. The sales people always say they are submitting a ticket on my behalf, though I never receive any response. It's been 15 days now with no access, and no answers to any questions, I don't even know if someone is working on it.

I'm out of options as I have used everything thats available to me. Is there any point in waiting or should I rebuild all my work on a different service?

Genevieve P.

Hi @Austin Longacre

Our team has confirmed that they were able to connect with you and resolve this issue today, which is great. Please do feel free to reach out again, here, if you have any future account questions or issues.

Cheers,

Genevieve

Community Moderator

Andrée Starå

Hi @Austin Longacre

Sorry to hear about the trouble you're having.

@Genevieve P I'm tagging Genevieve, and she'll help it get sorted out.

I hope that it's solved swiftly!

I hope that helps!

Be safe and have a fantastic day!

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 @Austin Longacre

Thank you for bringing this to our attention. Our Finance team is the correct department to be able to help resolve this issue with your account. I will touch base with them to ensure that they have received your messages, and I’ll follow-up with you on this post once I have more information.

Thanks,

Genevieve

Community Moderator

Genevieve P.

Hi @Austin Longacre

Our team has confirmed that they were able to connect with you and resolve this issue today, which is great. Please do feel free to reach out again, here, if you have any future account questions or issues.

Cheers,

Genevieve

Community Moderator