I had a frustrating experience with Asana’s billing flow and wanted to see if anyone else has run into this.
I only use Asana for personal projects, so I wanted to reduce my Starter subscription from 2 seats to 1.
The problem is that Asana repeatedly presented me with a “Reduce to 1 seat” option in both the billing settings and again during the cancellation flow. I selected it multiple times (four or five attempts), received confirmation emails, but those emails never confirmed the seat reduction. When I returned to my billing page, my subscription still showed 2 seats.
Customer support then told me 1-seat plans don’t exist.
After I sent screenshots proving that my account was showing a 1-seat option, support changed their explanation. They said my account was apparently part of a “limited test” and that if the change didn’t process, then the option I was seeing wasn’t actually available for purchase.
That explanation makes the experience even more concerning.
If a customer is presented with an option to purchase or downgrade to a particular plan, that option should either work or clearly state that it’s unavailable. Showing a selectable option that silently fails, while customer support simultaneously insists the option doesn’t exist, is misleading.
I’ve canceled my subscription and requested a prorated refund, which was denied.
I’ve asked for the matter to be escalated to a supervisor. If I don’t receive a satisfactory explanation, I’ll be filing complaints with the Massachusetts Attorney General’s Consumer Protection Division and the FTC because I believe this billing flow is deceptive.
Has anyone else encountered this?
