Transfer to Enterprise License not working

lrossnagel · 10/01/19

Hi Everyone, hoping you can help me out!

I've recently joined a new organisation and the Enterprise License approvers are in a different country/timzone from my own. I was told to pay for an Individual License while the head office granted me a license under their Enterprise account.

I received notification last week that I had been added to the company group and had been granted a license, but my account still shows as a Individual user with all of the limitations associated with that license.

I logged a ticket that got lost in the ether (no response) so now I'm turning to this wonderful community to see if you have any ideas. Do I need to cancel my paid subscription (I'm wary of doing that in case it drops me back to an unlicensed user)? Is there something additional our SmartSheet Admin needs to do on their end? Help!

Andrée Starå · 10/02/19

Hi,

Have you followed this guide?

https://help.smartsheet.com/articles/1235045-transfer-a-paid-subscription

More info for the Admin of the company account your joining: https://help.smartsheet.com/articles/2476516-join-existing-smartsheet-plan

Did it work?

Hope that helps!

Have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

Tim Meeks · 10/02/19

Follow up with the original ticket you sent to Smartsheet Support. The Engage User Conference is going on so they may be a little preoccupied, but continue to contact them. I have found them to be very helpful and responsive over the last 5 years.

lrossnagel · 10/03/19

Thanks for this, but it's not quite what I'm looking for ... I paid for an individual plan, and was then granted an enterprise license by my organisation, but still show as having an individual license.

lrossnagel · 10/03/19

Thanks - I'll send in another inquiry!

Andrée Starå · 10/04/19

Happy to help!

Is it the same email address? You'd have to transfer it to the new account.

Make sense?

Andrée Starå · 10/04/19

To add. I agree with Tim.

I would recommend that you reach out to the Smartsheet Support Team. Smartsheet Support Team

lrossnagel · 10/08/19

yes, it's the same email address - when I try to transfer it says that I cannot transfer an account to myself

I've submitted 3 tickets to Smartsheet to follow up on this with no reply!

Andrée Starå · 10/08/19

Ok.

Yes, the company has to do the transfer because you're joining their account.

I'd ask that you ask them to do it or reach out to Smartsheet Support if they need help.

Transfer to Enterprise License not working

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