Applies to

Smartsheet
  • Pro
  • Business
  • Enterprise

Capabilities

Who can use this capability

To cancel an Enterprise plan, please contact your sales representative directly or contact the Smartsheet Account and Billing team.

To cancel a Pro plan, you must be the licensed owner of the account.

To cancel a Business plan (or Legacy Team plan) you must be a System Admin of the plan.

Find out if this capability is included in Smartsheet Regions or Smartsheet Gov.
 

How to cancel a Smartsheet account

How you cancel your Smartsheet account depends on your plan type and how you pay for that account.

PLANS

  • Smartsheet
  • Pro
  • Business
  • Enterprise

Permissions

To cancel an Enterprise plan, please contact your sales representative directly or contact the Smartsheet Account and Billing team.

To cancel a Pro plan, you must be the licensed owner of the account.

To cancel a Business plan (or Legacy Team plan) you must be a System Admin of the plan.

Find out if this capability is included in Smartsheet Regions or Smartsheet Gov.
 

​​​​​​You have two options for canceling a paid account: Cancel Account and Delete Account.

  • Cancel Account
    • Your Smartsheet items will become read-only files and will be deleted after 30 days.
    • You’ll still have access to Smartsheet files that have been shared with you.
    • You’ll be unable to create new Smartsheet files.
  • Delete Account
    • Your account will be deactivated immediately.
    • Your Smartsheet files will be deleted.
    • All users in your account will lose their licenses immediately, and their Smartsheet files will be deleted too.

If you cancel a plan type that is no longer available for purchase from Smartsheet—a Team or Advanced plan, for example—you can't re-purchase that plan type later.


Canceled accounts don’t apply for Pro-rated refunds. Refer to the Smartsheet User Agreement for more details about cancelation terms.

Before you cancel

If you want to retain access to your sheets or the data those sheets contain, you have two options:

Cancel your account

Cancel from the mobile app

To cancel your account from the mobile app, you must be the administrator of a trial or on a free account. 

  1. Access Settings by clicking your profile picture in the upper left corner of the home screen.
  2. Select Cancel Account.
  3. Select Cancel Account again to confirm you want to cancel your account.

Once confirmed, you’re redirected to the login screen.

Cancel when paying through an invoice

If you purchased your invoice plan through the Smartsheet app, cancel directly through the application.


If you purchased your plan through Smartsheet’s Sales team, and you’re making payments to Smartsheet through an invoice, follow these steps:

  1. Select the Invoice Account: Request to Cancel Plan button.

Invoice Account: Request to Cancel Plan

      2. Fill out the form. 

  • In the Please select the type of downgrade list, choose any of these options:
    • Downgrade to a different plan type
    • Remove licenses
    • Discontinue an add-on or other product
    • Cancel subscription

If you have other billing concerns, visit the Customer Support Center.

Cancel and switch to free

You can cancel your paid subscription only at the end of your plan term. When you switch to a free account, you’ll still have access to sheets that are currently shared with you and any sheets that are shared with you in the future.
Follow the same instructions to cancel a 30-day trial and switch to a free collaborator account.

To cancel a paid account and switch to a free account

  1. On the left Navigation Bar, select Account > Plan & Billing Info.
  2. In the Plan & Billing Info tab, select Cancel Account.
  3. In the dialog that appears, choose Cancel Account.
  4. In the Cancel Account dialog, choose either of these options:
    • Cancel account at the end of my current subscription: Your sheets will become read-only for 30 days when your current subscription expires. After 30 days, the system will delete those files. 
    • Cancel your account immediately: Your sheets will become read-only immediately. 
  5. To save the account change, select Save
  6. In the dialog that appears, fill out the survey. 
  7. Select OK.

To cancel your Legacy Plan

  1. Sign in to your paid account through https://app.smartsheet.com/b/home.
  2. On the left Navigation Bar, select Account > Account Admin > Plan & Billing Info.
  3. In the Plan & Billing Info tab, select Cancel Account.
  4. Choose either of these options:
    • Cancel Account: To cancel your account on the next renewal date 
    • Delete Account: To close your account immediately
  5. Confirm the changes you’ve made. 

To cancel your Business Plan or Pro Plan

  1. Sign in to your account through https://app.smartsheet.com/b/home.
  2. On the left Navigation Bar, select Account > Plan & Billing Info.
  3. In the Plan & Billing Info tab, select Cancel Account.
  4. In the dialog that appears, select either of these options:
    • Cancel My Account: work becomes read-only and deleted 30 days after.
    • Delete my account: The account and sheets are deleted immediately.
  5. Then confirm the final action you’d like to take: 
    • Cancel at the end of the subscription.
    • Cancel account immediately

Once you’ve confirmed the cancelation, a confirmation page will appear, indicating you’ve successfully canceled your plan. It also specifies the date when your plan is going to be canceled. 

The system completely closes your account on that date. If you wish to cancel immediately, follow the steps on how to delete your account. 

Delete your account

  1. On the left Navigation Bar, select AccountPlan & Billing Info.
  2. In the Plan & Billing Info tab, select Cancel Account.
  3. In the dialog that appears, choose Delete Account.
  4. In the dialog that appears, fill out the survey. 
  5. Select OK.

To start your subscription again 

  1. On the left Navigation Bar, select AccountPlan & Billing Info
  2. In the Plan & Billing Info tab, select Renew Payment.

Deactivate your account

If you have a Business Plan or Pro Plan, you don’t have the option to deactivate your account. This option is available to you only when you set your account for cancelation during the renewal process. 

  1. On the left Navigation Bar, select Account > Plan & Billing Info.
  2. To open the Cancel Account dialog, select Cancel Account
  3. To confirm the cancelation, select Deactivate Account and then press OK.

If you reset your login or re-subscribe before the sheets are removed, you can recover sheets from Deleted Items. Read the Delete a Sheet help article to learn how to recover deleted items.

Was this article helpful?
YesNo