Approved nonprofit discount not applied + unable to contact Support

Asana Community Ask the Community
1

Hi,

our nonprofit application has been approved through Goodstack and the Asana Nonprofit Promo is visible in our Admin Console.

When I select a plan, Asana shows the message “50% off discount will be validated on the next page.” However, on the final checkout page the full price is still displayed and the 50% nonprofit discount is not applied. I have tried both monthly and annual billing.

I would like to contact Support before completing the purchase, but the Support chatbot only displays:

“You or your customer account has opted out of using the AI Support chatbot.”

Because of this, I am unable to create a support case.

Could someone from the Asana team please help me open a support case so the nonprofit discount can be checked on our account?

Thank you!

2

Welcome, @Prešovské_dobrovoľní, and sorry.

Have you tried going to https://help.asana.com/ and then clicking “Get support” near the top right?

Support has been backed up of late, can you help this nonprofit, @Forum-team?

Thanks,

Larry

3

Hi Larry,
thank you for your help! Yes, I’ve already tried the “Get support” option in the Help Center several times. Unfortunately, it always redirects me to the AI Support chatbot, which only shows this message:

“You or your customer account has opted out of using the AI Support chatbot.”

Because of this, I’m unable to create a support ticket through the Help Center.

So I’d really appreciate it if the @Forum-team could help me get in touch with Support. Thank you!

4

Hi @Prešovské_dobrovoľní, welcome to the community. Sorry that you experienced this issue with the nonprofit discount and support bot. To make sure this gets resolved for you right away, I have submitted a support ticket on your behalf. Our support team will review the ticket and follow up with you as soon as possible. Please let me know if there is anything else I can help with in the meantime! Thank you for your patience. :raising_hands:

5

Hi, thank you so much for your help! :blush:
I don’t see an open support case on my account yet, so I’m not able to check the ticket or its status at the moment. But we’ll wait for the Support team to get in touch with us.

Thank you again for submitting it on our behalf!

6

Hi, I just wanted to follow up on this. :blush:
Unfortunately, we still don’t see any open support case on our account, and we haven’t been contacted by the Support team yet.

Since we’re still unable to contact Support through the chatbot, is there perhaps another way we could reach them directly or check the status of the ticket you submitted on our behalf?

Thank you again for your help!