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Removing Old Users from Member True Up

edited 02/12/25 in Resource Management

In the admin centre when I change old members to 'No Access' but they reappear as members the next day. How can I remove them completely and stop this happening?

Answers

  • Employee

    Hi @Andrew Gardner,

    Thank you for bringing this to our attention! 

    I’ve been able to determine that users reverting to members after being set to “No Access” is caused by a bug, and I can confirm that our Product team is working on a resolution. We are not able to provide a time-frame on how long the resolution could take but we are doing our best in order to have this fixed as soon as possible.

    Thanks,

    Georgie

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  • We're also encountering this problem and it means we have extra users showing on the true-up screen.

    This concerns me that we'll be charged for users who shouldn't exist any more.

  • ✭✭✭
    edited 02/19/25

    Not sure if this bug has been communicated to all admins but it seems there are other issues here as well. You can't make users who weren't members before new members in either the User Roles or User Type screens. The option is grayed out to change.

    Too bad this can't be one screen rather than two..

  • our true up is approaching fast, is this going to be fixed soon?

  • We are experiencing the same issue for employees that have not been with the company for 2 or more years. Opened a support ticket and I keep sending screenshots. Seems like a dog chasing its tail. Going to be an issue when we get charged thousands of dollars when the true up date hits for users I have removed no less than 20 times. Get your stuff together SmartSheet!

  • I am experiencing the same issue.

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