User invitation automatically declines

Susan D · 10/17/23

Hello

There is an issue with smartsheets right now where invites are getting automatically declined. This started recently. I have a ticket but smartsheets isn't posting it as a global issue yet

If you are having this problem how are you handling it? I have alot of users I set up and they are all kicking out. The only thing to do is to resend the invite but that doesn't work all the time either.

smartsheet.com is white listed for us too.

Genevieve P. · 10/25/23

Hey everyone, we have an update!

Based on the experience this week with email security software, our Engineering team has implemented a temporary change for how our Invite emails function:

When the either the Decline or Accept options are selected in an invitation email, this link will redirect to the Smartsheet login page (instead of immediately taking the selected action).

- If the recipient has a Smartsheet account, they will need to log in to submit a response from within the application.

- If the recipient does not have a Smartsheet account, they will need to set a password. To set a password, they will need to select the Reset Password link and create a password that way.

Please re-send invitations to any of your users that show as Declined in your Admin Center and they should now be able to go directly to Smartsheet to Accept or Decline.

Thank you,

Genevieve

mhentges · 10/17/23

I'm having the same trouble today on new user invitations. No response yet on my support ticket.

Susan D · 10/17/23

I opened my ticket up yesterday and called back. I am disappointed they are not putting it on the status page yet

Shelley Jo · 10/17/23

I am also having the same issue. Last three users I attempted to set up resulted in an immediate decline message. I have requested support and provided screenshots of the decline messages.

Susan D · 10/17/23

you can also piggy back on my ticket 06557485

Susan D · 10/18/23

Are you able to let me know what smartsheets said about your issue. Maybe we can compare notes.

Shelley Jo · 10/18/23

Susan D, please feel free to reach out to me at stonesh@cmhc.org

jturnerNG · 10/18/23

My organization is also experiencing this issue. I have also submitted a case.

Brenda Bilodeau · 10/18/23

Our company is experiencing the same issue (Case #06558831).

Genevieve P. · 10/19/23

Hi all,

We've seen reports of this behaviour when "Link Sniffers" activate the decline link as a security precaution, since the Invitation Email is being sent from an application. This would be something that the IT department of the user receiving the invite would need to adjust, ensuring that *smartsheet.com is added specifically to the link sniffer allow list.

As an alternative, if your users will be licensed and are on the same domain as your account, you could turn on Account Discovery, ask them to create a Smartsheet login, then have them request a license by finding your Account within the application (instead of via email).

Thanks,

Genevieve

Susan D · 10/19/23

My company already check this. We are still having the issue

MJ_Stevens · 10/19/23

I am also having the same issue. Last "free" users I attempted to set up since yesterday resulted in an immediate decline message! Security rules did not change in my company.

This is clearly a Smartsheet issue!

Sam N · 10/19/23

Re-iterating that this is a global issue. Our company hasn't updated our security policies, which is happening to us too. Other autogenerated invites from other companies are working just fine. It's specifically a Smartsheet issue.

wsking · 10/19/23

Same issue with my company as well. Not a link sniffer issue and only recently popped up within the last 72 hours. Case number 06565214

Jen B. · 10/19/23

Same issue here, as well. I'll be trying the "Request Access" approach initiated by the new user and hopefully that will work. Hoping that Smartsheet takes notice and works to fix this issue.

luke_dexcare · 10/19/23

This is also happening for us

User invitation automatically declines

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