Revert to Standard Smartsheet Logo

JAdams2 · 03/08/22

I downgraded from Business to Pro due to cost and the custom logo was not removed. I have attempted to revert back to the standard Smartsheet logo 20+ times since October 2021, but the coding doesn't hold. As soon as I refresh the page, it goes back to a custom logo which is no longer appropriate for my business. All forms have had to be set to Plain in order for the logo to be hidden since it's not accurate.

I've opened 3 tickets with support since Oct 2021 and received nothing except an automated response that they are busy.

This is not a complicated issue, but Smartsheet has AN ISSUE that needs to be resolved.

I don't expect anyone to have a resolution since this is the easiest thing to change in the application, but there is clearly a coding bug.

I'm posting in hopes that someone at Smartsheet will get this crap together and resolve the issue since support is never going to respond to a ticket.

Genevieve P. · 03/09/22

Hi @JAdams2

I responded to your other post, but wanted to follow-up here as well.

The issue you’ve described can happen when downgrading from a Business to Pro plan since the Pro plan does not have custom branding functionality (the default for Pro plan is set as the original Business plan logo). The Support team will need to work with you directly to update your branding. I've escalated your Support case and they’ll reach out to you via email to connect on this.

Cheers,

Genevieve

AngeloLiriano · 03/10/22

I have the same situation as JAdams2.

It has been impossible to get an answer from Smartsheet Support, I have created lots of Support Case Numbers.

Please help with mine (SUPPORT CASE NUMBER: 05259132) @Genevieve P.

Contact: aliriano.itt@gmail.com

JAdams2 · 03/10/22

@Genevieve P. Thank you for escalating and I truly hope Support will actually take action because I am 100% sure I am not the only one dealing with this issue. Clearly, there is a bug and it needs to be fixed. For a small business, the upgraded level was cost prohibitive. My latest ticket is 05270026.

Genevieve P. · 03/10/22

https://community.smartsheet.com/discussion/comment/322168#Comment_322168

Hi @AngeloLiriano

There are no open tickets from this email address with Support; can you check if you received an email regarding 05259132? You may need to respond to that email to keep your case active and confirm the issue is still occurring for you.

Revert to Standard Smartsheet Logo

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