Licenced User not recognised as registered


I'm the only licence holder on our company account. I've attempted to create a new sheet but I receive a message saying I can't do this as I'm not a licenced user. My main page on Smartsheet also has a message that I have limited access to Smartsheet and I need a licence to gain full access.

My User Info confirms I'm the System Administrator, I'm a licence holder, etc.

Anyone see this before? Any help is appreciated!



  • Genevieve P.
    Genevieve P. Employee Admin

    Hi @Risk Intelligence

    If your account is confirmed to have a license, then you should be able to create a sheet; it sounds like there may an issue with how the account is set up. I would suggest reaching out to Smartsheet Support with the email address you're using to access Smartsheet and a screen capture of what you see, including the User Info you mentioned. You may also want to try fully logging out then logging in again, in case there was an update that just needs to be refreshed.