I am currently paying over £400 a month for Asana and am struggling to get a timely resolution to a subscription change request. I have been trying to reduce my plan from 15 Advanced seats to a split of 3 Advanced seats and 8 Standard seats (yearly billing). The response time from support has been consistently poor, often taking over a week to receive a reply.
We dropped from that 15 user licenses to just go with 3 advanced licenses but this is now showing we are over license with the other members. And all we are wanting to do is to create a team which we have done and add the 8 other uses which are not licensed and then purchase another 10 user license which should cover the remaining users.
In my latest interaction on June 8, the support agent, Irene, confirmed that while a “Division” plan is the correct approach for this setup, I am unable to upgrade the new Starter tier team myself due to “system limitations” because I am already the billing owner. Her proposed workaround is that I must use a different billing owner to upgrade the Starter team, and only after that is complete, she can manually assign ownership to me.
There last response was the following.
Hi Simon,
Thank you for following up, and I truly apologize for the delay here.
I understand that you have already upgraded to the advanced tier, but the starter division is not yet set up.
In this case, you may create a team for those users who should be on the starter tier.
Here is how you can create a team via the admin console:
- From your admin console, navigate to Teams on the sidebar
- Click on the Create team button in the top-right corner
- A Create new team popup window will ask you to add your team’s name
- You can then add a description for your team, you can also use Asana AI to create a team description
- Add members
- Choose the team’s privacy settings
- Click Create team
Once the team is created, you can upgrade the team by accessing the team’s page:
- Click the team name in your sidebar that you would like to upgrade
- On the team page, click the drop-down arrow next to the team’s name
- Choose Upgrade
- Select a plan, choosing the Starter plan.
Due to system limitations, you will not be able to upgrade another team or division under your name, as you are already the billing owner of the existing account. As a workaround, you may upgrade the Starter team with a different billing owner, and once it is set up, I can assign it to you manually.
Also the other thing which concerned me was the following another customer service agent said.
I think that its because there is an organization-wide license. I don’t know but this is what was said by one of your advisers.
" Since you would like to keep 3 seats on the existing Advanced plan, we can certainly set that up. Please provide me with the list of users who should remain on the Advanced plan so I can manually assign the licenses and disable the organization-wide license assignment. This will allow you to upgrade another team/division to the Starter plan. "
