Here are answers customers commonly have for our account and billing team.
Where can I find the Smartsheet W-9 form?
You can download the Smartsheet W-9 form here.
How many licenses does my organization have?
How you see the number of licenses associated with your account will depend on your plan type (if you’re not sure what plan type you have, please see the article Identify Your Smartsheet Plan and User Type).
If you are part of an Enterprise plan, have your System Admin contact your Smartsheet sales rep (contact our sales team).
Find the Number of Licenses Associated with a Business Plan
You must be a System Admin to view the number of licenses associated with your plan.
If you’re on a Business plan, here’s how you can view how many licenses are associated with your account:
- Click your account image in the upper-right corner of the Smartsheet window and click Account Admin (or click here to go straight to the Account Administration window).
- In the left pane, click Plan & Billing Info.
The number of licenses you have will be visible next to Licensed Users (you’ll see how many licenses have been allocated and how many licenses are available). In the image below, the customer has a total of 5 licenses: 2 are allocated out of a total of 5 licenses.
My credit card payment failed. How can I avoid a disruption in service?
The most common reason for a failed credit card payment is that the credit card associated with the Smartsheet account has expired or has been suspended for some other reason. There’s no need to panic, Smartsheet grants you a limited grace period so that you have time to update the credit card information to one that is not expired or blocked.
To ensure that your account remains active, please follow the steps in the article Review or Change Account, Plan, or Billing Info to update the payment information.
If you are unaware of a change in your credit card status, please contact your bank for further assistance.
Where can I get a receipt or invoice?
Credit Card or PayPal
If you pay for Smartsheet using a Credit Card or PayPal, you can locate your billing history right from Smartsheet. You’ll find specific instructions in the help article Review or Change Account, Plan, or Billing Info.
If you pay via invoice, you can request a copy of an invoice by doing either of the following:
Method 1: If you are the primary billing contact, you can view previous invoices and receipts directly through the Smartsheet Customer Center:
- Log in to the Smartsheet Customer Center.
For help with logging in to the Smartsheet Customer Center, see How Do I Access the Smartsheet Customer Center?
- From the Smartsheet Customer Center, choose the Billing option (in the middle of the screen).
- Choose See All Transactions.
You’ll see a list of invoices and transaction.
- Select the invoice that you want a copy of and choose to print, email, or fax your invoice or receipt as desired.
Method 2: Request a copy of an invoice by contacting our Finance Department. Please include the invoice number in your request.
How do I make a credit card payment for an invoice?
Effective July 22, 2020, our process has changed for credit card payments. A new Credit Card link has been added to the bottom of your invoice, by following the payment link you will no longer have to log into your Smartsheet account to pay your invoice by credit card. It’s that simple.
If you were a customer prior to July 22nd, you can still access your invoice history through the Smartsheet Customer Center, but you will no longer be able to make credit card payments through it. If you received an invoice prior to July 22nd without the payment link on the invoice, simply request a copy here, and the invoice you receive will be updated with the new payment link to pay by credit card.
If you have any further questions, please visit our Finance Support page.