Manage users in the User Subscription Model (2024)

Applies to

Smartsheet

Pro
Business
Enterprise

For more information about plan types and included capabilities, see the Smartsheet Plans page.

Capabilities

Who can use this capability

System Admin

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

In the User Subscription Model, you have two ways to manage users: review usage and determine who needs paid access during regularly scheduled reconciliation periods or directly assign paid access to users who need it.

PLANS

Pro
Business
Enterprise

For more information about plan types and included capabilities, see the Smartsheet Plans page.

Permissions

System Admin

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

True-up process

Provisional Members on your plan use all the plan’s features and functionality for at least 30 days. You'll get an email notification when it’s time to true-up the plan. You’ll have a 30-day reconciliation period every three months for annual plans.

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The number of Members and related payment information updates as you make changes during the reconciliation period.

During the reconciliation period, you can:

Increase the number of paid users on the plan to cover the extra usage for the remainder of your plan’s term.
Adjust users’ permissions to stay within your plan’s limits

If you do nothing during the true-up period, Smartsheet will automatically increase the number of paid users to cover the extra usage for the remainder of your plan’s term. You’ll be billed for the pro-rated amount to cover the additional paid users on the plan.

True-up steps

Each reconciliation period allows you to review provisional Members and usage data for all Members before you commit to paying for additional paid users on your plan. When you get an email notification, see if there are new provisional Members to true-up. If there are, follow these three steps.

Reviewthe information and usage data in the Manage true-up page in Admin Center.
1. Check the number of days left to complete the reconciliation, number of additional paid users needed if all provisional Members become Members, and the associated cost.
2. Review the user list. Use filters or the user type report to get the information that you need.
Decidewhat you want to do.

If the user’s role is:	Do this:
Correct as it appears	Do nothing.
Provisional Member and the user should become a Member	Do nothing. Smartsheet will automatically change the user type to Member at the end of the reconciliation period.
Provisional Member and the user shouldn’t become a Member	Change the user type.
Member and the user shouldn’t continue to be a Member	Change the user type.

Confirmthe cost and payment date.

Change user type

You can change the user type of a provisional Member or a Member. When you change the user type of one or more users, the number of Members to purchase and the payment information update.

Changing a user to Guest or Viewer removes the user from groups with higher-level permissions.

User Management

You can do the following in User Management at any time:

Assign paid access to a user or group of users
Remove paid access from a user (and make the paid access available to assign to another user)
Purchase additional paid access for the remainder of the contract term
Edit user properties
Deactivate users

Changes you make in User Management may not be visible in the Manage true-up page.

SeeUser Management for more information and procedures.

FAQ

When should I use the Manage true-up page vs. User Management?

You will only use the Manage true-up page to review and reconcile provisional users and change the number of provisional users currently on your plan. All other user management functionality will continue to exist on the User Management page. This includes setting up UAP, adding or removing paid access, editing user properties, and deactivating a user.

Why are the user lists different in the Manage true-up page and User Management?

You have two distinct ways to view and manage users for a plan. Each has a separate focus that determines which users are visible at specific times.

Manage True-Up page: Billable users on the plan, including provisional Members for review in the current or upcoming true-up period
User Management: Paid and free users on the plan, granted by System Admins, UAP, and other official methods

The user list on the Manage true-up page freezes during the reconciliation period. Changes you make in User Management won’t affect the user list on the Manage true-up page until after the reconciliation period ends.

Why aren’t new Members showing up in the user list on the Manage true-up page?

During the true-up period, the only changes on the Manage true-up page are:

Changes to users that System Admins make on the page
Changes to the total number of paid users available to assign

If you remove a user’s paid access on the User Management page, it won’t be visible in the user list but the Members to purchase count and the associated cost will change.

What’s in the true-up email notification? Who gets it?

Smartsheet sends an email notification to all System Admins associated with the plan when the reconciliation period begins. It includes the following information:

Number of provisional Members added during the previous usage period
Date range of the usage period
Date the provisional Members will become Members (If there is a cost, then this is the auto-bill date.)
Any cost associated with the provisional Members becoming Members

If there are no new provisional Members for the plan, then the email only includes the date range and the fact that there are no provisional Members to review.

Why do I have to specify a permission level when I change a user to Guest?

External users who have the Guest user role can have Commenter or Editor permissions. For Smartsheet to change the permissions to the right level, you need to define it. Editor - can share is the default permission level.