Why can't I edit First/Last Name of an unlicenced user before they accept invitations?

Adrian Mandile CHESS

Until an unlicensed user accepts an invitation, it is not possible to edit their First Name or Last Name, or their Email Address for that matter. When adding a new unlicensed user either individually or via a bulk upload, Smartsheet stores their email addresses in a central location (most likely for future marketing purposes!). If a data entry or spelling error is made in any of these three key data fields, we can't fix it quickly because Smartsheet returns the original name associated with that email address – very frustrating!

Furthermore, quite often many 'fake' email addresses are used for Resource Management or demonstration purposes (and apparently piling up in a database somewhere) – and because their invitations to join will never be accepted, we cannot re-use them within the same account with a different name. There is only so much that can be done using aliases to 'live' email address.

Genevieve P.

Hi @Adrian @Chess

You're correct, after the initial invite the user will need to accept being a part of your organization for you to have control over their name or email.

When you invite a user into your plan, if they already have an account with Smartsheet under that email, then that email will be matched with a current account and name. For security reasons, you will only have the ability to change or update their account if they approve being a part of your plan.

However if the user didn't have an account before your invite, then when you send the invite it creates a free collaborator account for them to log in to, setting it up with the name and email that you have identified (which they can then change after logging in).

I understand that this can be frustrating if you are adding accounts that do not have a valid email address so you are unable to approve the invitation. Please provide your feedback to our Product Team through this form so they can understand your use-case!

Cheers,

Genevieve

Genevieve P.

Hi @Adrian @Chess

You're correct, after the initial invite the user will need to accept being a part of your organization for you to have control over their name or email.

When you invite a user into your plan, if they already have an account with Smartsheet under that email, then that email will be matched with a current account and name. For security reasons, you will only have the ability to change or update their account if they approve being a part of your plan.

However if the user didn't have an account before your invite, then when you send the invite it creates a free collaborator account for them to log in to, setting it up with the name and email that you have identified (which they can then change after logging in).

I understand that this can be frustrating if you are adding accounts that do not have a valid email address so you are unable to approve the invitation. Please provide your feedback to our Product Team through this form so they can understand your use-case!

Cheers,

Genevieve