Hi @Valerio_Casanova I’m really sorry to hear about all this trouble. In order to investigate this further for you, I’d need the URL links of a couple of projects you are unable to access.
To keep your data private, I’ll follow up with you via DM to unblock your ability to send us DMs here in the Forum. You can then share these URLs via DM. Thank you!
We just ran into this issue and now I’m waiting for someone to handle the ticket and resolve our issue. Meanwhile our team is essentially blocked. We can’t access the board & list views of many projects and even via the search we cannot view most tasks anymore.
Your documentation states:
You won’t lose any tasks, projects, or data created during the trial. All your work remains accessible, just without the paid features to automate and streamline processes. Tasks and projects, for example, aren’t restricted to paid plans, so they will still be available even on the free plan.
This statement is wrong. Please fix the functionality or update the documentation and add warnings to reflect the current reality.
As a bit of a side note: We had a trial a couple of years ago where we added custom fields to a project and after the trial expired the project was still usable without any issues in the free plan. That project was since archived and never touched again. Funnily, now that our new trial expired that project is experiencing the same issues.
Something clearly changed in the handling of access after trial expiry over the years.
Update:
Interestingly, in the mobile app (Android) everything is still usable: list view, board view & task details.
In tasks there is just a warning that premium custom fields are hidden.
Hi @FelschR, welcome to our Forum, and thank you for sharing your feedback.
I’m sorry for the hassle and would be happy to clarify how the trial experience works. While tasks and projects remain accessible after a trial ends, if they contain paid features like custom fields or rules, access to those tasks and projects will be blocked. To regain access, you would need to either remove the paid features or switch to a paid plan.
We can offer a trial extension to allow you time to remove the paid features and regain access to your data. I see you’ve submitted a request to our Support team, and your ticket is in their queue. However, trial extensions are handled by our Sales team, so please submit a request directly via Contact our Sales Team • Asana.
Our Trials team is also working on improving the transition between trial and free plans, including options to easily remove paid features and unlock projects. We value your feedback and will ensure it’s shared with the relevant teams.
Facing the same issue here and it is greatly affecting my work. The terms in the documentation are misleading. I’ve had a great experience with Asana before this, but this lack of honestly and responsiveness is hugely disappointing (I reached out to customer support and still haven’t heard back). I need this resolved now.
Hi @Zina_Ghoul, welcome to the Forum, and I’m really sorry to hear about the frustration this has caused.
I see that you’ve already submitted a request to our Support team, and your ticket is queued to be addressed by one of our agents. Response times can vary depending on the volume of requests, but they’ll get back to you as soon as possible.
In the meantime, as mentioned earlier in the thread, Support isn’t able to assist with trial extensions. For this specific request, you’ll need to reach out to our Sales team directly. They’ll be able to grant you a trial extension so you can remove the paid features and regain access to your projects.
We really appreciate your understanding.
I just ran into this issue and it’s amazing that the service is so poor. On top of not being able to remove custom fields or rules, there’s no way to contact Asana support. There’s an AI chatbot that fails whenever you ask to talk to a real person, and the support page keeps sending me to a Salesforce error page (as multiple other users have reportedly experienced too).
The answer for this is found in the 2 workaround options here: How to contact our Support Team 📧
Hi Asana team,
I recently downgraded from a paid plan and found that one of my projects became completely inaccessible because it uses custom fields. While I understand these are premium features, it feels unfair that I can’t simply disable or remove them and continue using the basic parts of my project (tasks, comments, history, etc.).
As a user, I should be able to:
Choose to remove premium features upon downgrade
Keep access to core data without re-subscribing
Avoid losing visibility into project history and collaboration threads
This experience feels like a dark UX pattern because my information is effectively held behind a paywall. Please consider offering a “Remove premium features and continue” option so users can gracefully revert to the Free plan while maintaining their workflow continuity.
Thanks for considering this feedback. I think it would go a long way in improving trust and transparency in the downgrade experience.
~ A loyal 10-year customer
Welcome, @Samantha_Dedrick, and sorry.
Don’t forget to click the title to scroll to the top and vote by clicking the Vote button (as I just did); that’s the quickest and most effective way to express your support for a request.
See also:
for some background. A few of us lobbied the Asana product team, even with some of the same points you made here, and got some improvement from what was in place at the time, but not fully what you and we were hoping for.
@Forum-team, the topic linked above is found in English Forum > Product Feedback but it’s not clear what’s being voted on there. What about merging that topic into this one?
Thanks,
Larry