Hello, I have been using Asana for very long time. Then one day we have decided to add 10 new members from our client so they could report bugs. Unfortunately they decided not to use Asana for bug reporting and we needed to go to back to our free plan. Now we are stuck and can’t use our projects because I was not aware they are in members and accessing them is a paid feature. I believe this is the biggest scam in history of paid plans but so be it.
I have been talking to your customer support for 2 weeks , they have been throwing me around like a hot potato and still no resolutions.
The system says, I can’t access members because its a paid feature and I cant access projects because apparently there are some custom fields. We have never used custom fields when we had the paid plan and this appeared only after we added the members.
Can anyone please help? Customer support is completely useless. We need to access the tasks we had there.
Hi @Jay_Surovy - I don’t work for Asana, but here in the forum we do all contribute to try and support each other.
I definitely understand the frustration – you put time and work into something with a lot of important data in there, and now it’s suddenly not available.
Nobody here will be able to unlock your account for you, because none of us have adequate access. But, I do have a few ideas that may be helpful:
- Though I’m not sure they’ll grant it, you might ask customer support to enable a free trial for 3 or 5 days, long enough for you to get in there, and remove the users and the custom fields and any other paid features you were using, so that you can go back to your free plan
- If that’s not a move they have permission to make for you, you might consider paying for one month for as few members as it lets you so you can get in there and remove custom fields or any other paid feature. I know it feels like a waste of money, but it might be better for you and your business to avoid wasting any more of your business’s valuable time.
- In your interactions with support and here in the forum, you are sure to get people more eager to try and help you if you explain your situation in a way showing urgency, but also showing others the same respect I’m sure you appreciate when shown to you.
- Also, if you’d like help in the conversation with support, feel free to CC me on your next support response this one time. I’m an Asana Solutions Partner (third-party) and interact with support constantly on behalf of my clients, and sometimes it’s just a matter of including the right details in the ticket to make sure they can help you as efficiently as possible. I’ll send you a private message with my email.
The forum is filled with passionate and innovative Asana users, like yourself, who are doing this simply to help each other. I’d recommend one of the above options and I sincerely hope you get your access to your project(s) restored soon.
Hello thank you for taking the time to respond. I have been granted premium account access yet the system still won’t work. I have remove all possible fields and nothing.
You can clearly see that there are no custom fields neither some special anything with premium account turned on.
@Jay_Surovy - please click the project dropdown next to the project name and check to see what team this project is on. Then create a new project in that same team and see if custom fields are available.
If custom fields in a new test project on that same team ARE available, there’s likely a bug of some kind and support will have to help you.
If custom fields in a new test project on that same team ARE NOT available, ask support to verify that the team where this project is located is part of the premium access they granted.
