Overview of the user model

The user model provides customers a framework to allow immediate user access with billing management and oversight. Instead of waiting for a System Admin, a user can start collaborating immediately when someone on the plan shares them to an item. If you're a System Admin, understanding this process is important, since you’re responsible for managing user access and reviewing usage under this system.

Still on the legacy model? See Migration from the legacy model.

Seat types

• Members: Paid users with full access to create, edit, and manage items
• Provisional Members: Users who gain full functionality right away at no cost for at least 30 days
• Viewers: Free users who can view shared work
• Guests: Depending on plan type, free external users who may view or contribute 

Provisional membership 

Provisional Members

• Can have the same capabilities as Members during their provisional membership period
• Receive at least 30 days of unpaid use
• Convert to a free seat type automatically if not upgraded to a paid Member by the end of the next review period (see the Admin Center: Provisional Member Settings help article for details)

How does provisional membership work?

A user usually becomes a Provisional Member after the following two things happen: 

1. A user receives access to the plan, for example:
   • A user shares a core item like a sheet or dashboard with them
   • A System Admin adds them
2. The user then performs an action beyond just viewing items

Helpful info

• Provisional membership usually begins when users perform activities (such as editing, commenting, or creating new items) on core items (like a sheet, report, or dashboard).
• Review periods occur quarterly for annual plans and monthly for monthly plans, right before the auto-bill or invoice date. During these periods, System Admins should review activity and confirm whether users should become Members or get downgraded. Check out the Manage users help article for details.
• If most Provisional Members in your plan actively collaborate, you can change the settings to upgrade Provisional Members to paid Members at the end of the review period. If no Member seats are available, the cost of additional Member seats is part of your auto-bill or invoice. See the Admin Center: Provisional Member Settings help article for details.

Each user can be a Provisional Member one time. If they need access after being downgraded, a System Admin must upgrade them to a Member.
 

Examples 

A user’s seat type changes to Provisional Member when the user goes beyond viewing on a core item, such as a sheet, report, or dashboard. Examples include but are not limited to:

• Adding or editing items
• Changing settings, such as columns, filters, or permissions
• Creating or renaming a sheet

These examples illustrate the types of activities that trigger provisional membership. They’re not a complete list.

Best practices for System Admins

Recommended practices include but are not limited to:

• Set permissions carefully: Encourage users to share items with the lowest level of access needed, since activities beyond viewing can create Provisional Members
• Monitor activity: Use Admin Center filters and reports to see who has performed actions beyond just viewing items
• Check Provisional Member Settings: Understand what happens to Provisional Members at the end of each billing cycle, and change the settings if needed (see the Admin Center: Provisional Member Settings help article for details)
• Review consistently: Adjust users’ seat types before and during the review period to ensure seats reflect actual activity
• Communicate policies: Help internal users understand how their activity may determine seat type
• Maintain redundancy: Assign Admin permissions to at least two users on important items to avoid ownership gaps

System Admins on Business and Enterprise plans can also align Smartsheet access with internal policies. To learn more, check out the Developer guide and the Manage seat types using ITSM workflows help article.