Cancelled account, read-only

Ray Stell

Due to some accounting problem our group account was cancelled. We got our bill payed and the account was reinstated. However, all our sheets are still read-only. The account manager told use to "reassign" the users. I don't know what that means. I deleted the share to a user and added her back in, but it was still read-only. Also, when I log in as the admin, it tells me it is read-only to me. It sounds like they have some flag still set on the account as if the bill is not payed. I opened a case with support, but no reply. Suggestions?

Ray Stell

This is the first time I've tried to use SS support. It's really a very disappointing experience. It's been over a day and no response. Also, you can't get back to the case to add information. Hiding of the phone number is really irritating.

We paid for pro support and this is not professional at all. The account manager knows we have trouble, gave us a deadline to take action, and is no help in getting the account repaired.

Andrée Starå

Hi @Ray Stell

I hope you're well and safe!

You could also try and reach out through finance and see if they can help!

https://help.smartsheet.com/finance-support

I hope that helps and it gets resolved quickly!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Ray Stell

Thanks, Andree,

I guess it's worth a shot. We've sent email to our account manager, nada. Worst support I've seen ever. Yes, our org made a mistake with billing, but we paid it when we found out about the problem and we've been left hanging. Might be time to shop:

https://www.proofhub.com/articles/smartsheet-alternatives

Andrée Starå

@Ray Stell

Happy to help!

One issue might be that it's vacation time, and everything takes longer.

Have you tried calling? (you should have a number in the account in the Plan & Billing Info section at the bottom of the page.

What Smartsheet plan do you have?

Ray Stell

Smartsheet set our account to read-only/free when the invoice was not paid due to as series of slip ups on our side. We paid the bill, and they said they reactivated the account, but it is still read-only/free. The account info page says it account type "free" (like they didn't really change the status at all).

In the account managers email, after the invoice was paid, it was stated we needed to "reassign" the users.  I don't know what that means, or how to do it. My admin login account is read-only/free and no functions are available. Nobody on the SS is replying. As for a phone number, they do well at hiding that. I found a few threads in where someone would ask for a phone number, clearly someone supplied one, but that post was deleted. I'd love to talk to human that works at smartsheet.

Ray Stell

I called the number at https://www.smartsheet.com/contact?fts=contact-header-nav and it was a recording telling me to call a different number that I should see on my admin account that has pro support. Unfortunately, there's nothing listed on my login account since it is still in the "free" status. I don't mind the status of this problem, it was our mistake. What I find insulting is the lack of a support response. After they collected our funds, even the account manager went silent.

In general, does it take days to get a response from support? I've never tried to ask for help before, so I have no experience with this vendor.

Andrée Starå

@Ray Stell

It's a little bit of a catch22.

@Genevieve P. Can you help?

Ray Stell

I finally stumbled into an answer, a little bit of a head fake. After the bill was paid, I received an email from smartsheet with a button "Set Password." I didn't know I needed to do that in order to get to the licensing. Actually, I thought it might cause more problems and so I stayed away from it. Finally, out of frustration I pushed that button and that opened the door to the licensing. It would be nice to have the process documented or at least explained before we ended up here.

Sorry I bothered you. I was getting near the deadline of loosing the data, or so we were told.

Genevieve P.

Thanks for the tag, @Andrée Starå!

Hi @Ray Stell

First of all, I'm glad you were able to get proper access to your account in time.

Secondly, and most importantly, thank you for letting us know about your experience. I'll pass along this Community thread to your account manager and the activations team to highlight that the steps to re-activate an account is not clear so that they can improve this process in the future. I appreciate your feedback!

Thank you,

Genevieve

Community Manager

Andrée Starå

@Ray Stell

No worries!

Glad to hear that you solved it!

Andrée Starå

@Genevieve P.

I'm always happy to help!