Downgrade, remove licenses, or discontinue an add-on or other product

This article discusses information relevant to both the Legacy Collaborator Model and the User Subscription Model. 

Important: If you're unsure about your model type, learn how to determine the model your plan is on.

Your payment method will determine the next steps to take.

It's not possible to downgrade to our Pro plan. The Pro plan isn't backward compatible with current sheets and data.

Invoice payment

To downgrade to a different plan type, remove licenses (Legacy Collaborator Model) or Member designations (User Subscription Model), or discontinue an add-on or other product: 

Request a Downgrade

Recurring credit card

Remove licenses 

1. Log in to your account.
2. Once logged in, click the Account icon.
3. Select User Management to see a list of users.
4. Left-click the user's email address you wish to remove a license from.
5. Un-check the Licensed User box.
6. Click the Save button.

Downgrade

1. Navigate to Add Licenses/Upgrade.
2. Click Edit Plan Details.
3. On the top right of the window you will see the license count, choose the amount of licenses you wish to have and select Review and checkout.
4. Select Confirm plan change, a confirmation screen will be shown with the pro-rated charge and the subscription renewal date.
5. Close the window with the x on the top right.

Remove Members (User Subscription Model)

1. Log in to your account.
2. Select the Account icon.
3. Select User Roles and Reports to see a list of users.
4. Select the user whose Member designation you want to remove, and then turn off the Member toggle.
5. Select Save.

Learn more about managing users in the User Subscription Model

Second, downgrade account

1. Go back to the Smartsheet home screen (app.smartsheet.com).
2. Select the Account icon.
3. Select Add Licenses / Upgrade. 
4. The Change Your Plan form will then appear. Select the drop-down button for the number of licenses (Legacy Collaborator Model) or Members (User Subscription Model) you want. 
5. Select Purchase.

Paypal or Legacy plans

Remove licenses

1. Login to your account.
2. Once logged in, select the Account icon.
3. Select User Management to see a ist of users.
4. Left-click the user's email address you wish to remove a license from.
5. Un-check the Licensed User box.
6. Select the Save button.

Downgrade account

1. Go back to the Smartsheet home screen (app.smartsheet.com).
2. Select the Account Icon.
3. Select Add Licenses/Updgrade.
4. The Change Your Plan form will appear. Select the drop-down button for the amount of licenses you want.
5. Then, click Purchase.

Additional information

• Per our user agreement, downgrade requests must be made at least 30 days before the renewal of your current term.
• Prorated refunds are not offered for canceled accounts. For more details about cancellation terms, refer to the Smartsheet User Agreement.

Want to know more about the features available in each plan? Check out the Pricing page.