I just get an error when I try to contact Asana Support, how do I get around this? Is there an email address to send in a question to for support since I can’t log into support section?
Hi @JohnUser,
There’s not an email address but there are a couple of workarounds; for details, see:
I’ve tried, that, every time I go to help.asana.com it tries to log me inand I end up at a salesforce error page that says says “Problem Logging In” - so essentially I can’t ever get to be able to chat or do anything in the help section.
(See screenshot above)
Hi @JohnUser, have you tried from an incognito window?
I’m sorry you’re still having trouble @JohnUser. There is a temporary form you can use that is found in @Phil_Seeman’s reply, as well as on this post Try the new Asana Help Center! - #68 from Vanessa, one of the Community Managers. I hope that helps!
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Hi @JohnUser
Your not alone I get the same problem… I used the chstvot to create an support ticket for this as well.
But will give the other ideas a go as well.
Jason.
Whenever we open a ticket — we never get email responses to our inbox. I think something must be configured wrong with email setup using this new Salesforce system. We have to log back into the help.asana.com portal to find replies. Really clunky.
Hi everyone, sorry for the trouble. Our Support team has confirmed that the major authentication issue has been fixed on our end. If you are still having trouble creating tickets or receiving replies from Support, please kindly refer to these tips.
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This solution did not work for me. My team has encountered the same problem. I was able to get a ticket created for this back in October of 2024 and the issue has not been fixed for us. Our team is made up of one person who is the admin of our company’s account and then five others (including myself) that were invited to collaborate on that account. The admin can sign into the help center using their information BUT the rest of the team cannot when we use our own. If I sign in to the Asana help center using the admin’s log in information on my devices, I am able to get through. For that reason, I think this issue may been influenced by whether you are trying to sign in to the help center as the admin or not.
Additionally, I saved our admin’s log in information to my browser after successfully using it to access the help site Afterwards I found that I was automatically signed in using their log in when I clicked on “Contact Support” through the desktop and browser application when I was logged into the ASANA application as myself. Even though I was signed in as me, it switched me over to our admin’s log in.
We have not seen any progress in addressing this issue from our end and our company will be leaving the ASANA platform soon if that doesn’t change.
Hi @quark22, I’m sorry to hear that the issue is still persisting on your end. Most users are now able to access the Help Center without any issues, but since some are still encountering problems even after trying the troubleshooting steps, the investigation has been reopened, and our team is actively working on another fix. These issues appear to be account-specific.
I see you have an ongoing thread with our Support team, and they will be the best resource to assist you with your case.
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@Vanessa_N hey, I’m also having the same issue. Tried different workarounds, from incognito to access from inside the app, nothing works. Salesforce error continues to happen, and the chatbot also keeps rebooting without allowing me to open a ticket. Why no one from support can see these posts? And why the form you guys created was deprecated if the problem persists!? Please see screen shots attached.
Hi @Guipet, I’m sorry for the trouble you’re experiencing. Could you confirm if you’re interacting with the chatbot without logging into the Help Center when the system error message appears?
If you’re still encountering issues even when logged out, please let me know, and I’ll assist you further.
For context, a major fix was recently deployed, resolving the issue for most users. However, some users are still affected due to specific account settings (this is why we are advising impacted users to use the chat bot without logging in). The contact form was a temporary workaround, but it was deprecated after the fix because it’s not fully compatible with the ticketing system.
Support wasn’t aware that some users were still experiencing issues until we began receiving reports here on the Forum. Once flagged, the issue was escalated immediately, and the team is now actively working on a comprehensive fix for all users. They’re also exploring an alternative contact method in the meantime.
Let me know once you’ve tried the above steps, and I’ll do my best to help you get in touch with Support.
Hi Vanessa, I have also had the exact same issue as Guipet above when trying to log a support ticket through the chat bot. I can confirm I was interacting with the chatbot via an incognito window + without logging into the Help Center. I have been getting the Salesforce authentication error message when I try to log into Help Center.
Is there an alternative way I can contact support?
Hi @Cate_Maguire, sorry for the trouble. I’ll send you a PM to further assist you.
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