Why does Smartsheet log me into the wrong account?

Question

Hello,

I'm hoping someone can help because I've been trying to resolve this with Support for a while without success.

Our company's Smartsheet account was originally set up by a colleague who has since left the company. The admin role was transferred to my manager, who gave me admin permissions as well.

Since then, I've had constant issues accessing our workspace. I was only able to open shared sheets in Chrome Incognito mode, and my manager had to send me a new sharing link almost every day because the old ones stopped working.

Now I can't access our company workspace at all. Even when I sign in with my company account, Smartsheet logs me into a different account with a free subscription instead of our company's paid workspace. My manager is also unable to restore my access by sharing the links again.

Has anyone experienced this before or knows how to get this issue escalated? We've submitted multiple support tickets, but no one is coming back to me on this.

Thank you.

Paul Newcome · Answer

Have the email address removed from the licensed account and cancel the free trial subscription. Once both steps have been completed, add the email address back to the licensed account.

ks.nmrk · Answer

Hi,

Thank you for coming back to me.

* The email address linked to your licensed account. - This was already checked and confirmed but still the problem occurs.
* The Smartsheet server/region (US, EU, AU, etc.) your account is hosted on. - It is in EU and I'm making sure every time I'm sigin in to this region.

Any other ideas how to solve it please?

Many Thanks!

khasimbashashaik · Answer

Hey @ks.nmrk

It sounds like your email address may be associated with multiple Smartsheet accounts, which could be causing you to sign in to the wrong one.

Please check with your System Admin to confirm:

* The email address linked to your licensed account.
* The Smartsheet server/region (US, EU, AU, etc.) your account is hosted on.

If you're trying to sign in to a different server than where your account is hosted, this issue can occur. Once you've confirmed the correct server, try signing in again using that server. (attached image for your reference)