See answers to questions customers commonly ask 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 (Legacy Collaborator Model)?
If you're part of an Enterprise plan, have your System Admin contact your Smartsheet sales rep. Contact our sales team.
The way you see the number of licenses associated with your account depends on your plan type. If you're unsure of your plan type, learn how to identify your Smartsheet plan and user type.
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:
- In the lower-left area of the Navigation Bar, select Account. If you're signed into your Smartsheet account, select this to open the Account Administration window.
- Select Plan & Billing Info.
The number of licenses you have is visible next to Licensed Users. You can see how many licenses have been allocated and available.
If your plan uses the User Subscription Model, your number of members is visible next to Members.
How many paid users or Members does my organization have (User Subscription Model)?
If you're unsure of your plan type, learn how to identify your Smartsheet plan and user type.
The Seat types and true-up page in the Admin Center shows the number of Members you must purchase after the next reconciliation period if all users retain the current level of access. Learn more in the Introduction to the User Subscription Model article.
My credit card payment failed. How can I avoid a service disruption?
The most common reason is that the credit card has expired or been suspended for other reasons. There's no need to panic. Smartsheet grants you a limited grace period to update your credit card information to one that is not expired or blocked.
- To ensure that your account remains active, follow the steps in the article Review or change account, plan, or billing info to update the payment information.
- If you're unaware of a change in your credit card status, contact your bank for further assistance.
Where can I get a receipt or invoice?
The method to get a receipt or invoice depends on how you pay for Smartsheet.
Credit Card or PayPal
If you pay for Smartsheet using a Credit Card, ACH, or PayPal, you can locate your billing history right from Smartsheet. For specific instructions, check out the Review or change account, plan, or billing info.
Invoice
If you pay via invoice, you can request a copy of an invoice by contacting our Finance Department. Make sure to 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. A new credit card link has been added at the bottom of your invoice. By using the payment link, you no longer need to sign into your Smartsheet account to pay your invoice with a credit card.
If you were a customer before July 22, you can still access your invoice history through the Smartsheet Customer Center, but you can no longer make credit card payments there.
If you have further questions, visit our Billing and Finance Support page.