Troubleshoot Login Issues

If you're not able to remember your Smartsheet password, you can reset your password on your own as long as you know the email address that you use with Smartsheet. Visit the Reset Password page and type the email address that you use with Smartsheet. 

You’ll receive an email with a link that you’ll need to copy and paste into a browser window.

Visit the Reset Password Page


Sign in issues when you use your Google account

You may be trying to sign in with a different Google account, one that isn't associated with your Smartsheet account. 

To fix this, sign out of all of your Google accounts across all applications in your browser (see this Google Support article for more information on signing out), then sign back in with the Google account you're using with Smartsheet.

Sign in issues when you use your Apple account

In most cases, issues logging in with an Apple account occur when you choose the Hide My Email option when you log in. To log in to your existing Smartsheet account, you’ll need to choose Share My Email instead of Hide My Email when signing in with Apple ID. Alternatively, use a different authentication option (such as Email and Password).

For additional information about logging in with an Apple ID, see Sign in with Apple: Frequently Asked Questions.

Additional troubleshooting steps

First, check the Status Page (this page is available in English only) to ensure that all systems are operational.

If you confirm that all systems are operational, but you continue to have trouble logging in to Smartsheet, the issue may be related outdated login information being stored on your computer (this information is stored in browser cookies). Here are steps you can take to resolve that:

  1. Make sure you’re logged out of Smartsheet by visiting https://app.smartsheet.com

    If you’re signed in automatically, sign out by clicking Account > Sign Out in the upper-right corner of the Smartsheet window.
     
  2. Follow the step below for the browser type you're using to delete your browser cookies and clear browser cache:
     
    • Chrome: Click the Customize & Control Google Chrome icon control chrome icon in the upper-right corner of the Chrome browser, and then click More Tools > Clear Browsing Data. Clear items from at least the past week, and make sure to check the following boxes:

      Browsing history
      Cookies and other site data
      Passwords


      Click Clear Browsing Data.
       
    • Firefox: Click the Settings icon in the upper-right corner of the browser, then click HistoryClear Recent History. Clear Everything, and make sure the Cookies and Cache boxes are both checked.
       
    • Internet Explorer: Click the Tools icon in the upper-right corner of the browser, then click SafetyDelete Browsing History.

      Check the Make sure Cookies and website data, History, and Passwords boxes. 
      Uncheck the Preserve Favorite Website box.
       
    • Safari: Click Safari > Preferences and then click the Privacy icon. Click the Manage Website Data button and click the Remove All button.
       
    • Edge: Select Hub  History. Select Clear all history. Choose the types of data you want to remove from your PC (Cookies and Browser Cache), then select Clear.
       
  3. After clearing the cache and cookies, close and then restart the browser.
  4. Return to http://www.smartsheet.com/b/home and sign in with the most recent password that you created for the account.