Sheets are vanishing, anyone know why?

HELP PLEASE! Looking for any advice, tips/tricks, and suggestion...

We have several locations who have had very important sheets created for them at the conception of their build out. Corporate originally created these sheets then transferred ownership to a member onsite. All of a sudden, those sheets just vanished and we can not find them. We have reached out to support many times with no luck at all, and not even a reason as to why.

Does anyone in this community chat know why this is happening, how to stop it, and if there is a way to retrieve the missing sheets. Any suggestions are greatly appreciate, as I have gotten no where.

Thanks

Best Answers

  • Paul Newcome
    Paul Newcome ✭✭✭✭✭✭
    Answer ✓

    Does the new owner still have access?

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓

    Thanks for the tag,@Paul Newcome!

    It does sound like that's what happened.

    When someone's account changes from a paid, licensed account to a free account, all items Owned by them are turned to read-only for 30 days. After those 30 days, the files are deleted, which would mean anyone who used to be shared to those sheets will no longer see them as they don't exist. Here'sthe documentation on switching to a free account.

    Support may be able to see if the sheets are in someone's deleted folder if you provide them with the Sheet URL (if you have it bookmarked somewhere) or the exact sheet name and it's the owner that's contacting them. However if the sheet is fully deleted, they may not be able to see it at all.

    Cheers,

    Genevieve

Answers

Hi @Kee2743<\/a> <\/p>

I hope you're well and safe!<\/p>

If it's ok for the users to be able to access the information, but you want to hide it to simplify or make it harder to see, you could use a Report.<\/p>

Would that work\/help? <\/p>

I hope that helps!<\/p>

Be safe, and have a fantastic week!<\/p>

Best,<\/p>

Andrée Starå<\/strong><\/a> | Workflow Consultant \/ CEO @ WORK BOLD<\/strong><\/a><\/p>

Did my post(s) help or answer your question or solve your problem? Please support the Community by <\/em>marking it Insightful\/Vote Up, Awesome, or\/and as the accepted answer<\/em><\/strong>. It will make it easier for others to find a solution or help to answer!<\/em><\/p>"},{"commentID":389539,"body":"

You could use a report, but that means the users will still need to be shared to the underlying report with at least editor access.<\/p>


<\/p>

Do you have access to Dynamic View or WorkApps?<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":437,"urlcode":"conditional-formatting","name":"Conditional Formatting"}]},{"discussionID":108661,"type":"question","name":"Sheets are vanishing, anyone know why?","excerpt":"HELP PLEASE! Looking for any advice, tips\/tricks, and suggestion... We have several locations who have had very important sheets created for them at the conception of their build out. Corporate originally created these sheets then transferred ownership to a member onsite. All of a sudden, those sheets just vanished and we…","snippet":"HELP PLEASE! Looking for any advice, tips\/tricks, and suggestion... We have several locations who have had very important sheets created for them at the conception of their build…","categoryID":321,"dateInserted":"2023-08-08T13:52:00+00:00","dateUpdated":null,"dateLastComment":"2023-08-08T19:51:08+00:00","insertUserID":164735,"insertUser":{"userID":164735,"name":"Dborrelli","url":"https:\/\/community.smartsheet.com\/profile\/Dborrelli","photoUrl":"https:\/\/lh3.googleusercontent.com\/a\/AAcHTte7VON7Wman6y6fN2gzvI5f6eQdYaRe9SiQopbDO5Lx0-o=s96-c","dateLastActive":"2023-08-08T19:48:48+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":null,"lastUserID":164735,"lastUser":{"userID":164735,"name":"Dborrelli","url":"https:\/\/community.smartsheet.com\/profile\/Dborrelli","photoUrl":"https:\/\/lh3.googleusercontent.com\/a\/AAcHTte7VON7Wman6y6fN2gzvI5f6eQdYaRe9SiQopbDO5Lx0-o=s96-c","dateLastActive":"2023-08-08T19:48:48+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":6,"countViews":44,"score":null,"hot":3383030588,"url":"https:\/\/community.smartsheet.com\/discussion\/108661\/sheets-are-vanishing-anyone-know-why","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/108661\/sheets-are-vanishing-anyone-know-why","format":"Rich","lastPost":{"discussionID":108661,"commentID":389594,"name":"Re: Sheets are vanishing, anyone know why?","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/389594#Comment_389594","dateInserted":"2023-08-08T19:51:08+00:00","insertUserID":164735,"insertUser":{"userID":164735,"name":"Dborrelli","url":"https:\/\/community.smartsheet.com\/profile\/Dborrelli","photoUrl":"https:\/\/lh3.googleusercontent.com\/a\/AAcHTte7VON7Wman6y6fN2gzvI5f6eQdYaRe9SiQopbDO5Lx0-o=s96-c","dateLastActive":"2023-08-08T19:48:48+00:00","banned":0,"punished":0,"private":false,"label":"✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Get Help","url":"https:\/\/community.smartsheet.com\/categories\/get-help"},{"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B"}],"groupID":null,"statusID":3,"attributes":{"question":{"status":"accepted","dateAccepted":"2023-08-08T14:12:01+00:00","dateAnswered":"2023-08-08T14:05:32+00:00","acceptedAnswers":[{"commentID":389485,"body":"

Does the new owner still have access?<\/p>"},{"commentID":389511,"body":"

Thanks for the tag, @Paul Newcome<\/a>!<\/p>

It does sound like that's what happened. <\/p>

When someone's account changes from a paid, licensed account to a free account, all items Owned by them are turned to read-only for 30 days. After those 30 days, the files are deleted, which would mean anyone who used to be shared to those sheets will no longer see them as they don't exist. Here's the documentation on switching to a free account. <\/a><\/p>

Support may be able to see if the sheets are in someone's deleted folder if you provide them with the Sheet URL (if you have it bookmarked somewhere) or the exact sheet name and it's the owner that's contacting them. However if the sheet is fully deleted, they may not be able to see it at all. <\/p>

Cheers,<\/p>

Genevieve<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[]},{"discussionID":108637,"type":"question","name":"Master Sheet Using Multiple Sheets","excerpt":"Hello, I have 4 different regional templates for capturing budget information. Each template is the same format and each template creates unique identifiers called a \"Tactic ID\" for each region. I then collate the individual unique identifier line items into one Master Sheet as they get added through a workflow. The idea…","snippet":"Hello, I have 4 different regional templates for capturing budget information. Each template is the same format and each template creates unique identifiers called a \"Tactic ID\"…","categoryID":321,"dateInserted":"2023-08-07T20:28:32+00:00","dateUpdated":null,"dateLastComment":"2023-08-08T15:27:06+00:00","insertUserID":163135,"insertUser":{"userID":163135,"name":"JoannaAU","url":"https:\/\/community.smartsheet.com\/profile\/JoannaAU","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-08-08T14:41:54+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":null,"lastUserID":45516,"lastUser":{"userID":45516,"name":"Paul Newcome","title":"","url":"https:\/\/community.smartsheet.com\/profile\/Paul%20Newcome","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/userpics\/082\/nQPUTVFKKWDJ2.jpg","dateLastActive":"2023-08-09T00:57:43+00:00","banned":0,"punished":0,"private":false,"label":"✭✭✭✭✭✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":3,"countViews":46,"score":null,"hot":3382950338,"url":"https:\/\/community.smartsheet.com\/discussion\/108637\/master-sheet-using-multiple-sheets","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/108637\/master-sheet-using-multiple-sheets","format":"Rich","lastPost":{"discussionID":108637,"commentID":389529,"name":"Re: Master Sheet Using Multiple Sheets","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/389529#Comment_389529","dateInserted":"2023-08-08T15:27:06+00:00","insertUserID":45516,"insertUser":{"userID":45516,"name":"Paul Newcome","title":"","url":"https:\/\/community.smartsheet.com\/profile\/Paul%20Newcome","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/userpics\/082\/nQPUTVFKKWDJ2.jpg","dateLastActive":"2023-08-09T00:57:43+00:00","banned":0,"punished":0,"private":false,"label":"✭✭✭✭✭✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Get Help","url":"https:\/\/community.smartsheet.com\/categories\/get-help"},{"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B"}],"groupID":null,"statusID":3,"attributes":{"question":{"status":"accepted","dateAccepted":"2023-08-08T14:42:00+00:00","dateAnswered":"2023-08-07T21:38:00+00:00","acceptedAnswers":[{"commentID":389374,"body":"

Have you looked into creating a row report instead?<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[]}],"initialPaging":{"nextURL":"https:\/\/community.smartsheet.com\/api\/v2\/discussions?page=2&categoryID=321&includeChildCategories=1&type%5B0%5D=Question&excludeHiddenCategories=1&sort=-hot&limit=3&expand%5B0%5D=all&expand%5B1%5D=-body&expand%5B2%5D=insertUser&expand%5B3%5D=lastUser&status=accepted","prevURL":null,"currentPage":1,"total":4928,"limit":3},"title":"Trending in Smartsheet Basics","subtitle":null,"description":null,"noCheckboxes":true,"containerOptions":[],"discussionOptions":[]}">

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