I am reaching out regarding a discrepancy in my app’s user count.
I currently have 10 authorized users. Recently, I updated the user list to change the casing of one letter in their email addresses (changing a lowercase ‘r’ to uppercase ‘R’).
Despite the email address being the same, AppSheet is now identifying this as 11 active users instead of 10. Since email addresses are not case-sensitive, this duplication is causing an incorrect user count in my dashboard.
Could you please help me resolve this so that the system recognizes these as the same unique users?
Edit: It’s the same person using the same login email to use it… but it count as different one lol
If the link isn’t there on the Appsheet Support page, you either aren’t entitled to support, or your account is misconfigured. I can’t help you with either, but the two below can.
I am currently facing a technical discrepancy regarding my user count. I have 10 authorized users, but after I updated their configuration—specifically changing a lowercase ‘r’ to an uppercase ‘R’ in the email addresses—AppSheet started identifying 11 active users.
Since email addresses are not case-sensitive, the system is incorrectly counting a duplicate user due to this casing change. This is causing an overage warning/issue on my dashboard.
Additionally, as Roger mentioned, I am unable to access the ‘Contact Us’ or ‘Email Support’ options on the official support page, I just can’t find any page to open a ticket or send and email.
I have an update regarding support access that might help.
I noticed that when I’m logged in with my standard personal Google account, the ‘Support’ button/form is nowhere to be found (I get stuck in a redirect loop). However, when I switched to my work email (which is a Google Workspace/Pro account), the support channel became available immediately.
This raises a concern: How is a free/personal user supposed to get direct technical support for issues like this (which are clearly system glitches) without having a ‘Pro’ email? Is there a specific link for personal accounts, or is direct support restricted to Workspace users? It feels like personal users are left in a ‘limbo’ when these technical bugs happen.
By design, unpaid/free users are not entitled to and have no reliable way to get any help from AppSheet for anything. AppSheet does have official representatives in this community, but their responsiveness is not a given. If you need help, you need to pay.
Unfortunately, this change in how we contact support has really made the experience very bad. Relying on answers here in the community to solve problems like Igor’s shouldn’t take so long. Thank you, Steve, for always helping the community with this!
Now I know that direct support is basically non-existent for free users, but I wasted several hours searching through various websites, forums, YouTube, Reddit, and different communities before figuring that out.
In my opinion, there should be at least a minimum level of support available to everyone, considering that technical bugs and glitches affect all users regardless of their plan.
Anyway, thanks for the support here. By the way, I’m a big fan of your work
@Shourya_Tomar, I don’t see where @Igorpece said Support helped them, but I do see where @Jose_Arteaga offered to help them. I don’t think your marking this topic as solved was appropriate.
Hi @Steve,
I managed to contact support using a different account (a Workspace/Premium one) and I’ve been in touch with Jose via email as well.
The support team was able to provide a temporary solution for my case.
Even though it’s settled for now, I’ve created a new post to specifically discuss the technical side of this—why the system creates duplicate IDs for the same email due to casing—and to understand how to prevent this in the future.
