If I have a Business account, shouldn't I have Unlimited free editors?

Luis Galea · 10/05/23

I have a Business Account and I shared a sheet with a coworker, but when he tries to log into the system it tells him that he must pay first. If I have a Business Account, shouldn't I have Unlimited free editors? Why should he pay first to be able to see the sheet that I am sharing with him?

It hasn't even been 30 days since he created his account and I don't want to pay and assign a license for him to edit the data in the sheet I created, he is a free editor...

I appreciate your help,

Luis Galea

Ray Lindstrom · 10/05/23

Hi @Luis Galea,

There are no limits on the amount of free users you can have on your account. I can't read the screenshot you provided.

Has the user tried logging into Smartsheet, and then navigating to the file?

Andrée Starå · 10/05/23

Hi @Luis Galea

I hope you're well and safe!

What permission did you use? They can only be commenters, editors, or viewers.

Was that the issue?

I hope that helps!

Be safe, and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Luis Galea · 10/05/23

Hi @Ray Lindstrom, thanks for your response.

The message in red, in the screenshot, says: "Access to your account is blocked due to a billing issue. Please submit a request to resolve this issue," but my coworker's account is recent and free. So how can there be a billing problem?

Ray Lindstrom · 10/05/23

Hi @Luis Galea,

Happy to help!

I would contact Smartsheet then to get that resolved as it's not a free user limit that you've reached. Maybe start with your account rep.

If you did make the user an Admin on the sheet, it shouldn't cause the error you received.

Jasmine Matabang · 01/10/24

Hi @Ray Lindstrom

Is there any resolution about this? We have free users with the same issue. Hope you can help me.

Genevieve P. · 01/10/24

Hey @Jasmine Matabang

It looks like that specific user or email address has been blocked by the finance team for a specific reason. You will need to ask the user to contact Finance.

Cheers,

Genevieve

Jasmine Matabang · 01/11/24

https://community.smartsheet.com/discussion/comment/412642#Comment_412642

Hi @Genevieve P. ,

I actually sent this also to Smartsheet Finance to check this specific user. They just provided a link to me for the user to reset his password.

Jasmine Matabang · 02/14/24

Hey, anyone who has an update how this issue was resolved? I have another user who has encountered this concern.

If I have a Business account, shouldn't I have Unlimited free editors?

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