Account and Billing

Request vendor onboarding documents and payment details

max.furukawa — Mon, 19 Jul 2021 22:17:18 +0000

Request vendor onboarding documents and payment details

We maintain compliance with laws applicable to us as a US-based service provider. In lieu of filling out your documents, we are able to provide a comprehensive Customer Welcome Packet.

The packet contains all the information you need to add Smartsheet as a vendor in your system including:

Payment details
Most recent W-9
Confirmation of banking details from our bank

Request a customer welcome packet

To obtain a customer welcome packet,

Visit the Get Help with a Billing or Account Request form
Select Request vendor onboarding documents under Which category best describes your reason for contacting us?

We’ll provide you with the customer welcome packet as soon as we are able to verify that you (the requestor or company) are a new or existing Smartsheet customer.

max.furukawa Mon, 07/19/2021 - 15:17

PLANS

Smartsheet

Smartsheet maintains its own internal policies for its employees and does not agree to or complete customer-specific policies or documents. With over 90,000 customers, Smartsheet cannot agree to customer-specific items.

Upgrade or add licenses to your Smartsheet plan

max.furukawa — Fri, 21 Aug 2020 20:49:49 +0000

Upgrade or add licenses to your Smartsheet plan

Upgrade an Enterprise plan

To increase the number of licenses associated with your plan or to purchase additional products or add-ons, submit your request through the Add Licenses form on the Smartsheet website. Your account manager will contact you.

Request Upgrade for Enterprise Plan

Upgrade a Trial, Pro, or Business plan

Request a Smartsheet Add-on or license increase in trial, Pro or Business plan.

On the Navigation Bar on the left of the screen Select Account Icon > Plan & Billing Info.
Do one of the following to display the Change Your Plan window:

If you are a trial subscriber, click Upgrade My Account.
-or-
If you are an existing subscriber, click Upgrade or Add Licenses/Change Plan.
Select the option for the plan you want to upgrade to and select your payment term.
To pay with a credit card, click Add Card to display the secured Credit Card screen. Enter your credit card information.
Click Purchase.

If you don't see the options described here, it's likely that your account is a Bill To or Invoice account. Fill out Request a Smartsheet Add-on or license increase form.

Upgrade to standard or pro support

If your account is a Business plan, you can upgrade it to standard or pro support.

Standard support can be purchased if you are billed on a monthly or annual basis.
Pro support can be purchased if you are billed on an annual basis.

To upgrade, navigate to Add Licenses/Upgrade in your user menu. Here you can choose to upgrade to a Business or Enterprise account. If you chose Business, you will select Next: Edit plan details.

Here you can change the total number of licenses, select monthly or yearly billing, and add a support package.

Pro support can only be purchased if you are billed annually.

max.furukawa Fri, 08/21/2020 - 13:49

Permissions

To perform the actions described in this article, you must be logged as one of the following user types:

For a Pro plan, you must be the licensed owner of the account.
For a Business or Enterprise plan, you must be a System Admin.

PLANS

Pro
Business
Enterprise

How you upgrade, add licenses, or request add-ons will depend on your plan type.

Find out what is your plan and user type here.

Review or change account, plan, or billing info

admin — Wed, 17 Oct 2012 02:13:51 +0000

Review or change account, plan, or billing info

Your role on your Smartsheet account determines what account management features you can access. If you can't make the changes you want, check who owns the account, and contact them .

Select Account > Plan & Billing Info > Account Details to find your primary account owner (it is the name or email under Main Contact)

Change payment information

On the left Navigation Bar, select Account > Account Admin > Plan & Billing info.

Select Edit Billing Address & Payment Details.
In the Edit Your Payment Information dialog, complete the necessary steps.
- Update Your Credit Card Info: Select Edit Card. Enter your new credit card number and billing address, and select Save.
- Update Invoice Billing Info: Enter your updated billing information and select Save.
- Update Your Payment Method: Choose the payment method you would like to use. Update your payment method, and then select Save.

Before you change your payment method from credit card to invoicing, download all previous receipts for record-keeping.

Additional payment changes

You can update your payment information from the Plan & Billing Info screen, but you will need to contact the billing team if you want to:

Change your payment method (for example, from credit card to invoice)
Change your payment currency
Change the PayPal account associated with your Smartsheet account

View and download receipts and history

Your billing history includes: payment dates, amounts and receipt copies.

If you pay via invoice, contact Smartsheet billing support to request copies of past receipts.

For any other payment methods, follow these steps:

On the left Navigation Bar, select Account > Plan & Billing Info.
Select View Receipts & History.
Optional: To choose between downloading a receipt and an invoice, or adding additional details to your receipt, select Add additional details to your receipt.
To download a PDF of a receipt or invoice, select the receipt or invoice name in the Receipt column.

Change the account name

Go to the left Navigation Bar, select Account > Account Details > Edit Account Details
Change the Account Name field

Change your tax information

The primary address is the physical address associated with the account. This is used to calculate the appropriate taxes.
Your physical address doesn’t have to be the same as your billing address.

If you are a non-U.S. customer, you should also provide Smartsheet with your Value Add Tax (VAT) ID or your Goods and Services Tax (GST) ID. This ensures you receive the proper tax treatment. The ID number also appears on any invoices you receive from Smartsheet.

To provide your VAT or GST:

In the lower-left corner, select your account icon and then select Account Admin.
On the Account Details tab, select the Edit Account Details button.
Enter the account's primary physical address. You must do this before providing any additional tax information.
Select Yes for Is your business registered for VAT / GST?
Enter your VAT or GST identification number and then select Save.

Add licenses

Only Pro and Business plan users who pay with a credit card or PayPal can add licenses.

On the left Navigation Bar, select Account > Plan & Billing Info > Add Licenses/Change Plan.

Direct billing customers can add licenses, but your account must meet the following criteria:

You didn’t purchase Smartsheet through a reseller.
Your account doesn’t have special pricing (tiered prices, block pricing).
Your account isn’t set up as True Up.
Your account is more than 45 days away from the next renewal date.

For more information see:

Still have questions? Contact Smartsheet Billing Support.

admin Tue, 10/16/2012 - 19:13

Permissions

For an Individual plan you must be the licensed owner of the account.

For a Business or Enterprise plan you must be a System Admin.

PLANS

Smartsheet
Pro
Business
Enterprise

Smartsheet allows you to review or change your account, plan or billing information.

Smartsheet billing frequently asked questions

gwyneth.casazza@smartsheet.com — Wed, 14 Aug 2019 00:22:21 +0000

Smartsheet billing frequently asked questions gwyneth.casazz… Tue, 08/13/2019 - 17:22

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:

In the lower-left area of the Navigation Bar, select Account (or if you are logged into your Smartsheet account, click here to go straight to the Account Administration window).
Select 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).

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?

The method you use to get a receipt or invoice will depend on how you pay for Smartsheet.

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.

Invoice

If you pay via invoice, you can 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 have any further questions, please visit our Finance Support page.

PLANS

Smartsheet
Pro
Business
Enterprise

Here are questions customers commonly have for our account and billing team.

Accepted payment types and currencies

admin — Thu, 25 Oct 2012 20:05:27 +0000

Accepted payment types and currencies

Payment types

You can pay for you Smartsheet subscription in any of the following ways:

Credit card: Visa, MasterCard, or Discover (we also accept payment through American Express in US Dollars only)
PayPal
Invoicing: Available for annual Business, and Enterprise plans and payable by credit card, wire transfer, ACH-Credit, and bank transfer (ACH-Debit).

Currencies

When using one of the above payment options, we accept the following currencies:

US Dollar - USD
Australian Dollar - AUD
Canadian Dollar - CAD
Euro - EUR
British Pound - GBP
Japanese Yen - JPY
Swedish Krone - SEK
Norwegian Krone - NOK
Danish Krone - DKK
Swiss Franc - CHF
South African Rand - ZAR
Singapore Dollar - SGD
New Zealand Dollar - NZD

For information about plans and pricing, including which features are included in each plan, visit the pricing page on the Smartsheet website.

Pricing

admin Thu, 10/25/2012 - 13:05

PLANS

Smartsheet

Smartsheet accepts various payment types and currencies.

How to cancel a Smartsheet account

admin — Thu, 26 Apr 2012 18:06:47 +0000

How to cancel a Smartsheet account

You have two options for canceling a paid account: Cancel Account and Delete Account.

Cancel Account
- Your Smartsheet items will become read-only files and will be deleted after 30 days.
- You’ll still have access to Smartsheet files that have been shared with you.
- You’ll be unable to create new Smartsheet files.
Delete Account
- Your account will be deactivated immediately.
- Your Smartsheet files will be deleted.
- All users in your account will lose their licenses immediately, and their Smartsheet files will be deleted too.

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 apply for Pro-rated refunds. Refer to the Smartsheet User Agreement for more details about cancelation terms.

Before you cancel

If you want to retain access to your sheets or the data those sheets contain, you have two options:

If you want to allow others to continue using the sheets in Smartsheet, transfer the sheet ownership to a licensed user.
If you want to make the data available for use in another program such as Microsoft Excel or Google Sheets. export the sheet data.

Cancel your account

Cancel from the mobile app

To cancel your account from the mobile app, you must be the administrator of a trial or on a free account.

Access Settings by clicking your profile picture in the upper left corner of the home screen.
Select Cancel Account.
Select Cancel Account again to confirm you want to cancel your account.

Once confirmed, you’re redirected to the login screen.

Cancel 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:

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.

Cancel and switch to free

You can cancel your paid subscription only at the end of your plan term. When you switch to a free account, you’ll still have access to sheets that are currently shared with you and any sheets that are shared with you in the future.
Follow the same instructions to cancel a 30-day trial and switch to a free collaborator account.

To cancel a paid account and switch to a free account

On the left Navigation Bar, select Account > Plan & Billing Info.
In the Plan & Billing Info tab, select Cancel Account.
In the dialog that appears, choose Cancel Account.
In the Cancel Account dialog, choose either of these options:
- Cancel account at the end of my current subscription: Your sheets will become read-only for 30 days when your current subscription expires. After 30 days, the system will delete those files.
- Cancel your account immediately: Your sheets will become read-only immediately.
To save the account change, select Save.
In the dialog that appears, fill out the survey.
Select OK.

To cancel your Legacy Plan

Sign in to your paid account through https://app.smartsheet.com/b/home.
On the left Navigation Bar, select Account > Account Admin > Plan & Billing Info.
In the Plan & Billing Info tab, select Cancel Account.
Choose either of these options:
- Cancel Account: To cancel your account on the next renewal date
- Delete Account: To close your account immediately
Confirm the changes you’ve made.

To cancel your Business Plan or Pro Plan

Sign in to your account through https://app.smartsheet.com/b/home.
On the left Navigation Bar, select Account > Plan & Billing Info.
In the Plan & Billing Info tab, select Cancel Account.
In the dialog that appears, select either of these options:
- Cancel My Account: work becomes read-only and deleted 30 days after.
- Delete my account: The account and sheets are deleted immediately.
Then confirm the final action you’d like to take:
- Cancel at the end of the subscription.
- Cancel account immediately

Once you’ve confirmed the cancelation, a confirmation page will appear, indicating you’ve successfully canceled your plan. It also specifies the date when your plan is going to be canceled.

The system completely closes your account on that date. If you wish to cancel immediately, follow the steps on how to delete your account.

Delete your account

On the left Navigation Bar, select Account > Plan & Billing Info.
In the Plan & Billing Info tab, select Cancel Account.
In the dialog that appears, choose Delete Account.
In the dialog that appears, fill out the survey.
Select OK.

To start your subscription again

On the left Navigation Bar, select Account > Plan & Billing Info.
In the Plan & Billing Info tab, select Renew Payment.

Deactivate your account

If you have a Business Plan or Pro Plan, you don’t have the option to deactivate your account. This option is available to you only when you set your account for cancelation during the renewal process.

On the left Navigation Bar, select Account > Plan & Billing Info.
To open the Cancel Account dialog, select Cancel Account.
To confirm the cancelation, select Deactivate Account and then press OK.

If you reset your login or re-subscribe before the sheets are removed, you can recover sheets from Deleted Items. Read the Delete a Sheet help article to learn how to recover deleted items.

admin Thu, 04/26/2012 - 11:06

Permissions

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

To cancel a Pro plan, you must be the licensed owner of the account.

To cancel a Business plan (or Legacy Team plan) you must be a System Admin of the plan.

Find out if this capability is included in Smartsheet Regions or Smartsheet Gov.

PLANS

Smartsheet
Pro
Business
Enterprise

How you cancel your Smartsheet account depends on your plan type and how you pay for that account.

Manage licenses when transferring items

admin — Wed, 24 Jul 2013 18:07:11 +0000

Manage licenses when transferring items

Assign licenses to users when you transfer items

If you have not reached the license limit in your plan, you can assign a license to your target user then transfer all owned items to them upon deletion of the user that they are replacing. If you’ve reached your license limit, then you’ll need to free up a license to complete the transfer:

Log in to Smartsheet Admin Center as a System Admin, select the account icon, then select User Management.
To open the Edit User panel, select the licensed user whose access you want to transfer, and toggle the Licensed User switch to off.
In the Transfer Ownership and Remove License window, select Remove without transferring items. This will free up the license so that it can be reassigned.
All of the user's owned sheets remain accessible to any shared users. If the user was a Group Admin, you will have to transfer their owned groups to an active Group Admin or System Admin. This will not affect any sharing access at the group level.
If the new user has already been added to your plan as a free user, assign them a license. If they have not been added to your plan yet, select Add User at the top left of the User Management page to send them an invitation with the Licensed User role.
When the new user accepts the invitation, their Member Status in User Management will change from Invited to Accepted.
Once the new user has accepted the invitation, find the previous user in User Management and open the Edit User panel. Select the three-dot menu icon at the upper right to Transfer Owned Items. Once the items are transferred to the new user, the sheets that were read-only in step 2 will be reactivated.
Only item ownership is transferred. Sheets owned by other users and shared with the previous user will need to be re-shared with the new user.

Sheets in the previous user’s sheets directory will be placed in a Transferred from (username) folder in the new owner's browse directory (accessible from the left panel). Sheets in workspaces will remain in established workspaces. All sheets retain their sharing permissions and sheet data. The previous owner can now be removed from sharing.

If the previous user owns sheets in a workspace that is owned by someone else, and the target owner is not the Owner or an Admin of the workspace, then the sheets will be moved to the Transferred from (username) folder in the new owner's Sheets directory. The sharing permissions from the workspace will be retained at the sheet level, but the sheets will no longer be in the workspace.

Optionally, you can remove the user whose access was transferred from the account. Learn more about the admin center.

admin Wed, 07/24/2013 - 11:07

Permissions

You need a SysAdmin and a billing contact to manage licences. They can be the same person, but it's best practice to have more than one SysAdmin.

PLANS

Smartsheet
Pro
Business
Enterprise

You can remove a licence from a user. When you remove a license, you’ll decide if you want to transfer the items owned by that user or remove them without transferring the items. You can not transfer a Smartsheet accoun, but you can change user roles, contact information, or billing information for that account.

State Sales Tax FAQ

admin — Fri, 28 Dec 2012 21:20:00 +0000

State Sales Tax FAQ

Smartsheet is required to collect sales tax from customers located in specific states. In order to properly comply with these requirements, we're required to collect shipping address information from our customers.

For more information on sales tax for specific states, please contact the state’s Department of Revenue.

Which states are subject to tax?

At this time, Smartsheet is only required to collect sales tax from customers located in the following states:

Arizona

City of Chicago, Illinois

City of Denver, Colorado

Connecticut

District of Columbia

Hawaii

Kentucky

Maryland

Massachusetts

Mississippi

New Mexico

New York

Ohio

Pennsylvania

Rhode Island

South Carolina

South Dakota

Tennessee

Texas

Utah

Washington

West Virginia

Other states may be added in the future.

We're a non-profit; do we still have to pay sales tax?

We're required to collect sales tax from all customers located in states that require it, including non-profit companies and government agencies. If you are exempt from state sales tax, please provide applicable documentation using this webform. We are required to have official documentation for our records if we do not charge sales tax.

How is customer location determined?

Customer location, and subsequently the sales tax rate, is determined by your shipping address.

I don’t reside in a state that requires Smartsheet to collect sales tax. Why do I need to provide my address?

To properly comply with tax reporting requirements, we must have address information for all of our customers. New customers will be asked to supply their address information at the time of purchase.

Do you want to know your sales tax rates?

Smartsheet is integrated to a third-party tax calculation service provider. Your tax amount is provided separately from the total price so that you may verify your rate. If you have any questions about a transaction or the tax charged, please contact our Finance Department.

Will my past transactions be taxed?

Past transactions will be taxed if it is discovered that the transaction should have been taxed.

admin Fri, 12/28/2012 - 13:20

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Smartsheet

Account name or designated main contact

admin — Thu, 13 Dec 2012 01:30:08 +0000

Account name or designated main contact

The main contact of a Business Plan or Enterprise Plan is typically the System Admin (SysAdmin) who purchased the subscription. If the main contact ever leaves the company or no longer wishes to maintain the designation, you should designate a new main contact for the account.

You'll see the account name:

On receipts of payment made to Smartsheet
In email messages inviting users to the account
In the Account Administration form
Other places where the account name appears

Change account name or designate a new main contact

On the left Navigation Bar, select Account.
Select Plan & Billing Info.
On the left Navigation Bar of the Account Administration form, select the Account Details tab.
Select Edit Account Details.
Input your changes.
Select Save.

After an additional SysAdmin has joined the account, you can designate them as the main contact.

If you are being invoiced or are paying on recurring CC payments, please reach out to our Finance Team for assistance to get your company name updated by completing our webform

The main contact can be anyone with SysAdmin access to the account. If there is only one SysAdmin on the account, the dropdown arrow for Main Contact won't be available. It's recommended to have more than one SysAdmin on an account. For instructions on how to do this, review the Admin Center Overview article.

admin Wed, 12/12/2012 - 17:30

Permissions

You must be a System Admin to change the account name or main contact of an account.

PLANS

Smartsheet

The main contact and account name allow you to verify account ownership or manage account access with Smartsheet.

Leave your current Smartsheet account

Shaine Greenwood — Mon, 23 Jul 2018 19:25:39 +0000

Leave your current Smartsheet account

If you're a non-licensed user, you'll be immediately removed from the organization. If you're a licensed user, your Sys Admin will receive your request to be removed; the Sys Admin must complete the process for you.

It is beneficial to speak with the current System Admin on your plan to ensure you retain access to the sheets you own, items, and shared access if needed.

Before you begin

If you're a System Admin and would like to be removed from an account, reach out to another System Admin (or promote someone else to System Admin), and they'll be able to remove you with the steps provided in the admin center overview.

If you are a System Admin, you can't remove yourself from an account.

Request to be removed from an account

Log in to your current account, and on the lower-left of the page, select the Account Icon > Plan Info
Select Remove Me from Account to create a removal request email message for the System Admin labeled as the main contact on your plan.
You can provide context to your request by typing in the field below the Subject. This will appear in the body of the removal email that is sent to your System Admin.
Click the Send button.

The System Admin will receive an email message—complete with your email address and anything that you typed in the subject field—with your request to be removed from the account.

System Admin: receive a removal request

You will receive an email message with a request for you to remove someone from the Smartsheet account that you manage.

From this message, you can click Manage Users to quickly remove the person who is making the request from the account. Select the dropdown arrow next to the name of the user and then select deactivate user.

Shaine Greenwood Mon, 07/23/2018 - 12:25

Permissions

Users can only be removed from their account by a SysAdmin.

PLANS

Smartsheet
Business
Enterprise

There might be situations where you may need to leave your current Smartsheet account. Learn how to navigate this process below.