I purchased the Advanced plan from Asana four months ago in order to use the Goals module to track our strategic planning, but I have been unable to update any settings as I’m not a Super Admin, and my organization does not have one assigned. I’ve submitted four tickets now, and nobody from support has been able to help me solve this issue, nor are they willing to connect with my IT department over a phone or Zoom call so that we can solve it together. This is incredibly frustrating. What do I have to do in order to speak to a human being 1-1 so that this can be resolved? If I can’t get this straightened out, I’m just going to find another solution.
@Shaun_Bossio - sorry to hear you’re having trouble. Have you already initiated the super admin verification process through these steps? Have you had a ticket (or tickets, generally don’t create multiple tickets for the same issue unless it lapses) open for 4 months?
I don’t think Asana generally offers phone/Zoom support (and I don’t think this issue requires that, as it’s a pretty standard process). They are currently pretty backed up with tickets, so you might need to wait a bit (don’t reply to your own ticket or it will decrease the aging and push it down their queue.
Your IT team will need to have access to update your domain’s DNS records. I recently had to go through the process and it was relatively straightforward.
My IT team wants to speak with someone from Asana, which is a pretty basic request for any software company with regards to system integration. I’ve never worked with a vendor that isn’t able to accommodate this. I’ve also been waiting two weeks for a reply to my last ticket, so if this is the level of service, I’m definitely going to have to find another option.
@Shaun_Bossio - I understand your frustration, but what you’re describing (validating a super admin) isn’t a system integration; it’s a standard authentication process as documented in the link I posted that doesn’t really require advanced support unless that process has been attempted without success. Has your team initiated those steps and hit a snag not covered in the documentation?
@Forum-team - can you provide support on ticket status?
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Yes, it’s been attempted without success and they’d like to speak to a human being to ascertain why.
Hi @Shaun_Bossio , I appreciate your frustration. Whilst Asana support are great, they don’t offer 1:1 video calls. But you can find Asana Partners, like myself, who do offer this service. If you’re interested, you can book a call on my website.
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Hi @Shaun_Bossio, Sorry to hear you’re having trouble with the super admin process via our Support team. They’re currently handling a high volume of requests, which is causing delays. Rest assured, they’re working on solutions to improve response times in the near future.
As @Stephen_Li mentioned, the super admin verification must be initiated by admins via the admin console for a quicker resolution. The first super admin needs to follow the steps in the guide article to start the automated verification. If you’re an admin, you can check if there’s already a super admin by:
- Clicking your profile picture and navigating to the Admin console.
- Clicking the Members tab and filtering by Member type to see admins and super admins.
If there’s no super admin yet, you’d need to follow these steps to get started.
Here are some friendly tips to expedite your case with Support:
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For security reasons, Support can discuss account-related issues only with users who have the right permissions. For super admin issues, the IT team member must be an admin or require approval from a verified admin.
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Avoid submitting multiple requests for the same issue or following up on your original ticket before the agent has replied, unless you need to add new information. Normally, this wouldn’t affect the process, but with the current backlog, it may cause delays. The support queues are organized by the date and time of customer responses (from oldest to newest), so if you follow up before they get to your case, your ticket’s time gets updated, pushing your request to the back of the queue.
Once the backlog is resolved, following up on your own request won’t be an issue. This is just a temporary situation caused by the high volume of requests, and we apologize for that.
In the meantime, if you have any general questions about this process that can be shared in public, feel free to continue the conversation here in the Forum and our Community managers and Forum leaders will be happy assist you.
I appreciate your understanding!
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@Shaun_Bossio, just an additional tip regarding your case: If your IT member is not yet an admin, you can grant them admin rights via the Members tab in your admin console. Once they’re an admin, they can run the super admin verification process with their own Asana account. Additionally, once they become a super admin, they can assign the super admin role to other admins in your space. Support will also be able to discuss admin-related issues directly with them if necessary. I hope these tips help you!
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