Your Smartsheet license request is pending. Now what?

by Rey Gonzalez

On average, it takes two to four weeks to get a response to a license request. While you wait, there are some important details to keep in mind. 

If your request is declined, you should receive an in-app notification in the Smartsheet platform. If your request is approved, you won’t receive an in-app notification, but you will receive an email and your access will change. 

Here’s what you can do to check your request status, how to plan your follow-up communications to your System Admin, and what you can do while you wait:

  1. Check in Smartsheet for notifications and your status.
  2. Plan for when to follow up on your request.
  3. Create thorough follow-up communications. 
  4. Reach out to your System Admin.
  5. Stay engaged while you wait.
  6. Learn how to solve business challenges with Smartsheet.
  7. Build a use case.

1. Check in Smartsheet for notifications and your status. 

An in-app notification will be sent if your request is declined or you will receive a welcome email that will name the plan you’re licensed on if your request has been approved. If you don’t receive a notification or email, that likely means your request is still pending. 

  • To confirm whether you have been granted a license or not, log in to Smartsheet, go to the upper-right corner of Smartsheet and click on your profile icon or image. Doing so will display options related to account administration. 
  • Click on the “Plan & Billing Info” tab. If your plan is set to “Free” , then you haven’t been granted a license yet.
Screenshot of Account Administration options in Smartsheet platform.

Another way to confirm your user status is to go to “File” in the Smartsheet platform’s main navigation menu, and try to create a new item. If you can’t create something, then you haven’t been granted a license yet.

2. Plan for when to follow up on your request.  

Because a request can take a few weeks to be reviewed and acted upon, decide how long you want to wait before contacting your System Admin. If your need to create in Smartsheet is urgent, or you have a strong business case for what you would like to build, you may want to reach out to your System Admin sooner.

3. Create thorough follow-up communications.

When reaching out to your System Admin, make sure to include the following information:

  • If you don’t know your System Admin personally, let them know who you are and what you do in the organization.
  • Alert them to your license request and the date it was made.
  • Provide the reason you are following up on your request. This ideally would include why you need to be granted a license, such as requiring access to functionality not available to a free user or a brief summary of your business case.
  • Include your manager’s approval that you be granted a license, if applicable.

4. Reach out to your System Admin. 

Your System Admin (sometimes also the Plan Owner) decides whether to grant or decline your request. There may be multiple System Admins in your organization. You can find their information in a few easy steps:

  • While logged in to Smartsheet,  click the circular icon in the upper-right corner of the page. 
  • Select “Plan info...”
  • The “Main Contact” listed is your System Admin and the “Contact Email” is the contact email they’ve included. You may find that this directs you to someone in IT.

If you intend to wait a bit longer before reaching out to your System Admin,  here are some things you can do in the meantime.

5. Stay engaged while you wait.

Log in to Smartsheet and keep contributing where you can. Your contributions are important, even if you don’t have a license yet. Your high level of positive engagement might even catch the attention of your System Admin, which could help to expedite your license request. 

6. Learn how to solve business challenges using Smartsheet.

There’s plenty to learn in Smartsheet. While you’re waiting for your license request to get sorted, you can watch our free user webinar. You can also access our library of help articles and videos that dive into all sorts of Smartsheet functionality topics.

7. Build a use case.

Knowing what you want to create with your license puts you in the position to succeed if your license request is granted, and it can also help you get your license request granted. If you haven’t already, make sure you communicate to your System Admin what you intend to create if licensed. Check out our published Smartsheet dashboard for tips on how to build a use case.

Remember, your license request can remain pending indefinitely unless an action is taken by your System Admin to grant or decline the request. Do your best to be proactive, persistent, and pursue all the options available to you.

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