Our company has been a user and subscriber of Asana for about 7 years now, and I recently made an accidental upgrade to the 15-seat plan. The charge was automatically debited from my card, so I immediately contacted support to explain the mistake and request a refund. Unfortunately, they denied my request, citing their billing policies. I haven’t used any of the features of the upgraded plan, and our team doesn’t utilize the full capacity of our current Asana plan (10-seat plan), so we feel stuck with an unexpected charge.
Has anyone else experienced something similar? Does anyone have any suggestions on how to approach this situation or escalate the issue with Asana? Any advice would be greatly appreciated!
Sorry to hear about this. I don’t work for Asana so I can’t quite help you but for what it’s worth, I have heard of just one or two situations were refunds were exceptionally made only within a few hours/days of an accidental upgrade. I think it would be worth trying to push back again to the Support team to plead your case to downgrade back to 10 seats.
By the way, does the Admin Console>Billing tab not let you do this yourself or is it locked in for the year?
Yes, I contacted Asana customer service within minutes of seeing the charge on our account. They responded that they couldn’t refund the amount because it’s against their policy. The 15-seat plan is locked in until the next renewal, but they confirmed that it will revert to the 10-seat plan next year.
It’s frustrating to be charged immediately for a simple accidental click, especially since we haven’t used any of the upgraded features. I asked for alternative solutions, like a credit towards our next renewal, but they weren’t willing to offer anything, which is disappointing.
Oh no, I’m so sorry to hear that happened to you too! It’s incredibly frustrating to be charged for an accidental click. I hope Asana can investigate this further and offer some credit or a solution. It’s definitely disappointing that they weren’t willing to help me.
Hi @Alma.V, apologies for missing this notification, and I’m sorry to hear about the accidental upgrade. Have you had a chance to reach out to our Support team yet? I don’t see a request linked to the email tied to your Forum account. Did you use a different email by any chance?
As I mentioned to @Isabella10 in her other message, unfortunately, we don’t have access to account details here in the Forum, so we aren’t able to assist with billing issues directly. Our Support team is the best point of contact, as they have access to account information and tools to provide the best solution for you. You can reach them by following these steps.
If you’re having trouble contacting Support, let me know. I’d be happy to help!
