Our company recently purchased Smartsheet Business and an additional Member license for an employee. However, despite the employee appearing as an active Member in our account, he does not appear under Seat Types & True-Up, preventing us from assigning the license we purchased.
We’ve reviewed his account status and permissions, followed troubleshooting guidance, and provided Support with a video demonstrating the issue. Despite these efforts, we still haven't resolved the problem.
I have a few questions for the community and, hopefully, the Smartsheet team:
- Has anyone encountered a situation where a user is already listed as an active Member but does not appear under Seat Types & True-Up after purchasing an additional license? If so, how was it resolved?
- Is there a known synchronization issue between adding a user to an account and making that user eligible for a purchased seat?
- Can someone clarify the intended distinction between Member and Contributor access on the Business plan, particularly when employees need to edit sheet fields but should not be able to modify the underlying sheet structure?
- Is there a recommended support escalation path for account provisioning or licensing issues when the standard support process does not provide a timely resolution?
It’s frustrating that resolving an account issue involving a paid license has been so difficult, particularly when more direct support may require purchasing an additional support package. We’re eager to implement Smartsheet successfully, but this experience has made the process more challenging than anticipated.
I would appreciate any advice from administrators who have successfully resolved similar issues
