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. 

Not sure which model your plan uses? Check if there’s a Manage true-up page in Admin Center. If there is, your plan uses the User Subscription Model. See the User Subscription Model System Admin overview article for more information.

Current customers can't downgrade to our Pro plan as the Pro plan was designed for new customers and isn't backward compatible with current sheets and data.

Your payment method will determine the next steps to take.

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/PayPal

First, remove licenses or Members

Remove licenses (Legacy Collaborator Model)

1. Log in to your account.
2. Select the Account icon.
3. Select User Management to see a list of users.
4. Select the user’s email address you want to remove a license from, and then un-check the Licensed User box.
5. Select Save.

Remove Members (User Subscription Model)

1. Log in to your account.
2. Select the Account icon.
3. Select User Management 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.

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.