Options for canceling a Smartsheet account

How you cancel an account will depend on your plan type and how you pay for that account:

• For Enterprise plan users:Contact your sales representative, or contact theAccount and Billing team.
• For Pro or Business plan users:Review the cancelation options in this article.

Pro-rated refunds are not offered for canceled accounts. Please refer to theSmartsheet User Agreementfor more details about cancelation terms.

If you cancel a plan type that is no longer available for purchase from Smartsheet—aTeam or Advanced plan,for example—you will not be able to re-purchase that plan type at a later date.

Before you cancel: Save your data

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

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

Summary of cancelation options

You have two options for canceling a paid account:Cancel AccountandDelete Account. Here’s what will happen when you choose either of these options:

• 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.

Cancel when paying with an invoice

Cancelation requests must be made by a System Administrator.

If you purchased your invoice plan through the Smartsheet appcancel directly through the application. But if your plan was purchased through Smartsheet’s Sales team, and you’re making payments to Smartsheet through an invoice:

1. Select theInvoice Account: Request to Cancel Planbutton.

Invoice Account: Request to Cancel Plan

2. Fill out the form.

• In thePlease select the type of downgradelist, 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 theCustomer 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.

These same instructions can be used to cancel a 30-day trial and switch to a free collaborator account.

To cancel a paid account and switch to a free account

1. On the leftNavigation Bar, selectAccount>Plan & Billing Info.
2. In thePlan & Billing Infotab, selectCancel Account.
3. In the dialog that appears, chooseCancel Account.
4. In theCancel Accountdialog, 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.
5. To save the account change, selectSave.
6. In the dialog that appears, fill out the survey.
7. SelectOK.

To cancel your Legacy Plan

1. Sign in to your paid account throughhttps://app.smartsheet.com/b/home.
   In case you’ve forgotten your password, you can reset it athttps://app.smartsheet.com/b/pwd.
2. On the leftNavigation Bar, selectAccount>Account Admin>Plan & Billing Info.
3. In thePlan & Billing Infotab, selectCancel Account.
4. Choose either of these options:
   • Cancel Account:To cancel your account on the next renewal date
   • Delete Account:To close your account immediately
5. Confirm the changes you’ve made.

To cancel your Business Plan or Pro Plan

1. Sign in to your account throughhttps://app.smartsheet.com/b/home.
   In case you’ve forgotten your password, you can reset it athttps://app.smartsheet.com/b/pwd.
2. On the leftNavigation Bar, selectAccount>Plan & Billing Info.
3. In thePlan & BillingInfo tab, selectCancel Account.
4. 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.
5. 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 will also specify the date when your plan is going to be canceled.

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

To delete your account

Before you begin

Once you decide to delete your account, the system will permanently remove all your sheets and close your account. You'll lose access to both your Smartsheet files and Smartsheet account. Make sure toexport your data before you delete your account.

1. On the leftNavigation Bar, selectAccount>Plan & Billing Info.
2. In thePlan & Billing Infotab, selectCancel Account.
3. In the dialog that appears, chooseDelete Account.
4. In the dialog that appears, fill out the survey.
5. SelectOK.

To start your subscription again

1. On the leftNavigation Bar, selectAccount>Plan & Billing Info.
2. In thePlan & Billing Infotab, selectRenew Payment.

Deactivate your account

Before you begin

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

1. On the leftNavigation Bar, selectAccount>Plan & Billing Info.
2. To open theCancel Accountdialog, selectCancel Account.
3. To confirm the cancelation, selectDeactivate Accountand then pressOK.

If you reset your login or re-subscribe before the sheets are removed, you’ll be able to recover sheets fromDeleted Items. Read theDelete a Sheethelp article to learn how to recover deleted items.