Bot problem

English Forum Ask the Community
1

Hi Forum Team,

I am currently locked out of my free workspace due to a 2-user limit violation. I have already successfully reduced my member roster to exactly two active users, but the system backend has failed to refresh and is still locking my screen with an upgrade banner.

To make matters worse, the Help Center chatbot is completely frozen in an infinite loop and will not let me type text to open an official support ticket.

Could an Asana staff member please view my account details and force-sync my workspace user counter to clear this block? Thank you.

2

Sorry, @Jens_Winton.

@Forum-team, Can you help?

Thanks,

Larry

3

Hi @Jens_Winton and @lpb, quick update. I’ve flagged the reported issue where the Help Center chatbot gets stuck in a loop and prevents users from reaching a human support agent.

Our team is looking into it, and I’ll be sure to update you here as soon as I hear back or once the issue has been resolved. Thanks so much for your patience, and I appreciate everyone who reported it! :raising_hands:

4

Thanks, @Iren_Vilaniso, and are you also able to help with his underlying problem? I don’t want to point @Jens_Winton to Sales to address it due to many users reporting long delays in hearing from them. Thank you.

5

Thanks to @lpb for the tag. While we get this sorted @Jens_Winton, I’d recommend trying a few quick troubleshooting steps first:

  1. In your workspace Members list, make sure you only have 2 Members and no pending invites. Pending invites can still hold a seat. Guests shouldn’t count toward the 2-seat limit.

  2. Log out and back in, then hard refresh. Sometimes the counter needs a nudge after removals.

Next step to get the counter force-synced:

  1. Go to Asana Help Center

  2. Click the chat icon, accept the privacy prompt, and type “speak to an agent.”

If the chatbot loops, try an incognito window, a different browser, or mobile. In your message, include your workspace URL and a screenshot of the Members page showing 2 active members. That helps the agent trigger a manual refresh faster.

Thanks for your continued patience as we work to get this addressed! :raising_hands:

6

Hello,

I’ve tried the chatbot option and got this:

Thanks for your patience! I’ve successfully submitted your case and the Asana Customer Support team will get back to you as soon as possible at the email you provided.

Your case number is: 09603573

I hardly use this email address. Is it possible for someone to reach me via jens.winton@btinternet.com?

Regards,

Jens Winton

7

Just a quick update, James! It looks like an immediate urgency support ticket has already been submitted, which is why the bot behavior here appears to be expected.

Let me know if you still need any help or if there’s anything else we can look into. Thank you! :blush: