I’m experiencing an urgent billing issue, and am seeking suggestions on how to actually get through to Asana customer support. Does anyone in the community have tips on how to actually get through to customer support?
I’ve tried going through that chatbot, emailing, and opening a ticket. A customer support agent “Alvin” got back to me last week to say by ticket was being transferred to a different department, but I’ve heard nothing in the week since. Have tried following up multiple times with no response.
This is time-sensitive, and I need direct assistance from a billing specialist immediately. Could someone from Asana please advise on how I can actually connect with support?
Thank you.
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Welcome, @Ariela_Knight, and sorry.
Sometimes Support gets backed up, unfortunately.
No promises, but I’ve requested help to escalate.
Thanks,
Larry
Thanks, Larry – hope to hear from someone on your team soon!
Ariela
I hope so too, Ariela. (And while I’ve contacted Asana on your behalf, I’m independent and just a volunteer here.)
Hi @Ariela_Knight , welcome to the Forum and thank you for your patience!
I have escalated your ticket internally, so you should be hearing from our Support Team very shortly. The nature of your ticket requires some collaboration between different teams and departments, which is the likely reason behind any delays, but we will definitely get to the bottom of this shortly!
Thank you for flagging this!
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Hi Joanna,
Thank you for the update, I’m glad to know that it’s being taken care of.
I’ll stay tuned!
Ariela
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Hello, I also have a billing issue and I am unable to reach customer support. I submitted two tickets and I am awaiting a follow up. We cancelled our subscription and were still charged.
Hi @Ariela_Knight, our support team has confirmed they reached out to you via email. I hope this helps!
@Nicholan_Garcia we already chatted via direct message and our support team will be in touch shortly too! 
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