Today, we are sharing some important updates that put customers firmly in control of their Smartsheet instance while ensuring they continue to get exceptional value from our platform. These updates are in direct response to ongoing customer feedback and help provide increased transparency across the platform.
What's Changing: More Control in Your Hands
Starting October 27, 2025, Smartsheet will default to admin approval required for any free provisional member upgrades to paid members. This new default setting provides even greater cost control and transparency on anticipated spend and provides complete control over user governance and associated costs.
In the new default setting, if a user is not upgraded before the end of the review period, they will revert to a free Viewer or Guest. This automatic downgrade prevents unintentional or unauthorized additions of paid seats, ensuring cost predictability and budgeting accuracy. If you would like to maintain automatic approval of upgrades, that setting will continue to be available. Learn more.
To further enhance the management of new users, we will also introduce a streamlined seat request capability later this year. This feature will benefit both users and System Admins by consolidating and simplifying the process of requesting paid seats.
These new Admin controls work in conjunction with recent platform releases to provide Smartsheet customers with more visibility into who is using what and any associated costs.
Increased spend predictability: The Smartsheet Customer Loyalty Benefit
We know change can feel uncertain, especially when it comes to managing costs and budgets. That's why we created the Smartsheet Customer Loyalty Benefit to support our valued customers during their transition to the current pricing model.
- No surprise increases: annualized user-based costs will not increase by more than 15% at transition
- Lasting commitment: the Customer Loyalty Benefit applies to current and all future renewals, assuming total Smartsheet spend and total number of Members remain the same or grow
- Simple and transparent: the benefit will appear directly on customer invoices as a discount
The Smartsheet Loyalty Benefit is a discount against the price that an existing customer would pay for their users if they moved directly to the current model at the same usage level as under our legacy user model. This discount will keep increases in initial customer spend on users to no more than 15% of their user spend prior to transition and does not apply to premium add-ons. The Loyalty Benefit appears on a customer’s quote, order form, and invoice at renewal as a negative amount, reducing the overall price that a customer will pay. This Loyalty Benefit persists going forward, as long as the customer’s total Smartsheet spend and total number of members remains the same or increases. Any customers who need support during this transition can reach out to their account team and Technical Support who are ready to help.
We're committed to building our future together with our customers. Thank you for your continued partnership and trust.