Cancel your Smartsheet account

When you cancel your account

• Your Smartsheet items become read-only files and are deleted after 30 days
• You still have access to Smartsheet files that have been shared with you
• You can't create new Smartsheet files

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 qualify for pro-rated refunds. The Smartsheet User Agreement provides more details about cancellation terms.

You must submit your cancellation request at least 30 days before the renewal of your current term.

Can't sign in?

If you're unable to sign in to your Smartsheet account, you can't access the self-service cancellation steps below. A few things may be going on:

• Your account may be deactivated: A System Admin can deactivate user accounts in Smartsheet. If your account is deactivated, contact your current or previous System Admin to request reactivation. You can also refer to the Deactivate or reactivate users article for more context on what deactivation means and how it works.
• You may be experiencing a sign-in issue: Troubleshoot sign-in issues to regain access to your account.

If you can't regain access, contact the billing support team to request cancellation.

Which cancellation path applies to me?

Use this guide to find your cancellation steps:

• Enterprise plan
• Pro plan (paid)
• Business plan (paid)
• Legacy plan
• Trial account
• Mobile app (free or trial)
• Invoice billing (any plan)

Before you cancel

If you want to retain access to your sheets or the sheet data, you can:

• Transfer the sheet ownership if you want to allow others to continue using the sheets in Smartsheet
• Export the sheet data if you want to make the data available for use in another program, such as Microsoft Excel or Google Sheets.

Cancel your account

From the mobile app

To cancel your plan from the mobile app, you must be the administrator of a Trial or on a Free account. 

1. Access Settings by selecting 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 sign-in screen.

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 or contact Billing Support.

Cancel a paid or trial account

You can cancel your paid subscription only at the end of your plan term. When you cancel, you maintain access to sheets currently shared with you and any sheets shared with you in the future.

Trial plans and accounts automatically expire if you don’t buy a subscription. 

Effects of cancellation

• Your sheets become read-only for 30 days when your subscription expires.
• After 30 days, Smartsheet deletes those files.

Trial

1. On the left navigation bar, select Account > Plan & Billing Info.
2. In the Plan & Billing Info tab, select Cancel Account.
3. In the Cancel Account window that appears, choose one of these options:
   • Switch to Free: Your account remains active and you can continue signing in. Sheets shared with you remain accessible. After 30 days, sheets owned by users in the account become read-only and move to the Deleted Items folder.
   • Deactivate Account: Your account closes immediately. Sheets owned by users in the account are deactivated right away, and users can no longer sign in.

Paid accounts

Business 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 tab, select Cancel Account.

4. In the dialog that appears, select Continue to cancellation.

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5. A confirmation page explains what happens after cancellation and shows the cancellation date of your plan. When you're ready to cancel, select Cancel and accept data loss. 

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6. After selecting Cancel and accept data loss, you can return to the Account Administration window. The Delete Account option becomes available, allowing you to close your account immediately instead of waiting until the end of your plan term.

Cancel Enterprise plan

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

Deactivate your account

The steps in this section apply only to Enterprise plans. You can't deactivate your account if you have a Business or Pro plan. This option is available to you only when you set your account for cancellation during the renewal process.

Deactivation is a temporary account hold available only when you've already set your account for cancellation at renewal. It's not the same as canceling your account.

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 cancellation, select Deactivate Account, and then select OK.

If you reset your sign-in or re-subscribe before the sheets are removed, you can recover sheets from Deleted Items.

Recover deleted items

Read the Delete Smartsheet items help article to learn how to recover deleted items.