Upgraded to Pro, now backup will not complete-wants us to upgrade to Pro...?

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Hereforhelp
Hereforhelp ✭✭
edited 10/27/22 in Smartsheet Basics

Hi. I've submitted a support request for this issue but it's now been returned, thanks but we're not available to help you (paraphrasing). So, I'm here to ask the community if anyone has seen this error and may be able to offer any suggestions. We had an individual plan and did manual backups each week. Upgraded to Pro (I'm admin) and now when a backup is requested, it errors and says only paid plans can backup (pics are attached). It then suggests to upgrade to the exact plan we currently have. Without the ability to backup our work, that's too much risk for the effort we've applied to Smartsheet and we'll have to move to Project or something else. Hopefully, someone in the community can offer some support since Smartsheet will not.

Thank you all in advance.


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Answers

  • Paul Newcome
    Paul Newcome ✭✭✭✭✭✭
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    Have you reached out to your Smartsheet rep directly?

  • Hereforhelp
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    Thanks for the response Paul. All was well, phoned to upgrade the plan and then the functionality changed. Called the rep the next day and he said it's out of his hands. Then he emailed a response " You are on a paid plan. That does not make any sense to me. Our customer's are having the same frustrations as yourself".  It's very odd to say the least. I submitted another ticket yesterday but no response yet.

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @Hereforhelp

    The error message that is displayed has incorrect language, and my apologies for the confusion; requesting a Backup is specific to Business and Enterprise plans and is not available on a Pro Plan (see the "Who can use" box in this Help Article: Request a one-time backup)

    That said, you can re-create the "backup" functionality in a few ways. You could either directly export any sheets you want to turn into excel files (see: Export a sheet or report), or you could send a sheet as an attachment to anyone (Share sheet information in email). If you have Dashboards and Reports that you want to maintain, I would suggest creating a copy within Smartsheet using the Save as New feature.

    Cheers,

    Genevieve

  • Paul Newcome
    Paul Newcome ✭✭✭✭✭✭
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  • Hereforhelp
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    Good Day and thank you for the response. I must say that I'm puzzled. I have been making/requesting manual (one-time, non-recurring) backups each week for several years on our individual license. When we upgraded to Pro, that option is now not available. Exporting to Excel is not a great solution for weekly backups but it's really odd that upgrading has removed functionality.

    From the article suggested, the text is "You can request a one-time backup and/or a recurring backup. Scheduled backups are available for licensed users on Business or Enterprise plans."

    We cannot request a one-time backup and are not looking for recurring or scheduled backups which are for the Business+ plans.

    Thank you for the assistance and I hope there's a solution here as I really don't want to have to rebuild in another application to ensure we have backups for recovery.

    Tim

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @Hereforhelp

    Thank you for pointing out that the wording in the Help article is unclear. To confirm, both manual and scheduled backups are unavailable on the Pro plan.

    I have submitted feedback on that article so it can be adjusted in the future!

    Thanks,

    Genevieve