Asana Locking Our Employees Account

English Forum Tips and Tricks
1

Asana has locked out one of our employees accounts. They are unable to work. We have put in requests and tickets and have been waiting for almost two full work days with no response. This is very poor customer service especially for an urgent matter.

2

@Henry_Doherty - a few comments that may help:

  1. FORUM HELP: Can you clarify what you mean by “locked out” (maybe even with screenshots)… maybe we can help provide quick fixes here :slight_smile:
  2. ASANA SUPPORT PROCESS: Just FYI - the way Asana support works is based on a backlog. Asana gets to each request in the order it was received. So, if you reply asking for follow-up, it pushes the request back to the bottom of the backlog. So, if you submitted a request and got a confirmation that it was received, it’s best just to wait for a response.

I don’t work for Asana, but I’m just replying in hopes of helping you optimize getting this solved. :slight_smile:

1 Like
3

Hello! Thanks for answering, our user got logged out and when she went to log back in her 2FA was not sending to her phone. Eventually with multiple attempts of this it locked her out of her account and says that she must try again later. I don’t have screenshots but this is very bad as we are a business who uses Asana with everyday work and she has been unable to work for two days.

4

@Henry_Doherty - A few thoughts/ideas…

  1. Try again later: For me in the past, this has typically allowed me to try again a few hours later. I’m assuming she tried again? (Be sure to have her check her SMS spam folder for her texts - I have had 2FA texts land there before)
  2. If you are on an enterprise account, you can reset passwords or disable 2FA on behalf of another user from the Admin Console (unless 2FA is required and managed via single sign on).
    image
    image794Ă—497 23.2 KB

And, Henry, if all else fails, I’d recommend this hacky workaround while waiting for support’s help:
Use “Advanced Search” to search for:

  1. Tasks assigned to [NAME OF EMPLOYEE]
  2. Completion Status: incomplete only

Then sort by due date, and export the CSV. Send it to this user and they can work from a spreadsheet for a few days.

5

This topic was automatically closed 7 days after the last reply. New replies are no longer allowed.