We are a corporate user with a 50 user enterprise license. We renewed (annual) through our reseller last week. On Thursday (7/2) all of our users were demoted from their enterprise licenses to free licenses and we lost our SSO/SAML login. Something clearly went wrong with the renewal. Our reseller says they contacted the Asana billing team and everything is fine. It isn’t, and none of our admins or the billing owner can access the billing page.
Since Thursday we have been unable to make contact with anyone from Asana at all. The help chatbot is looping with variations of:
Thanks for explaining what’s happening with your organization’s licenses and SSO/SAML after the renewal, and that billing access is blocked even for admins/billing owners. I’m an AI assistant, and I’m transferring this chat to a human member of our support team to take over.
(This is repeating in various forms every 30 seconds for the past 15 minutes)
Can someone please help me or point me in the right direction for actual, human support?