I hope you’re doing well. I’ve encountered some issues while using the chatbot; it’s returning errors and strange responses (please see the attached screenshots).
I also have a few questions that I’d appreciate clarification on:
If we deactivate or remove a member, will their assigned tasks be lost? If we add them back later, will their tasks be restored?
If we upgrade and then remove the custom fields, can we continue using the project on the free plan, or will we need to duplicate it?
Is it possible to upgrade to just 1 seat in order to remove the custom fields, while keeping everything else on the free plan?
Additionally, we weren’t clearly informed that losing access to certain features would impact our entire project rather than just the feature itself. This approach feels restrictive and raises concerns about ethical business practices.
Could you please remove the custom fields from our project? We would prefer not to upgrade solely for this reason.
Thank you for your assistance, and I look forward to your prompt response.
I believe as a new member you can’t attach images. The bot is quite new and I am sure it will be improved overtime.
No, unless they don’t live in any project without any collaborators. When deprovisioning someone, there is an option to get a project created with all their tasks.
You can keep using a project when back in the Free plan, but paid features will be blocked. For example custom fields will be greyed out.
Nope, you have to upgrade the whole organisation. You might be able to ask support, but free accounts aren’t being helped very quickly I am afraid…
My suggestion: move the tasks to another project without those fields. You can multi select up to 500 tasks, this is super quick.
Hi Bastien, We’re facing a major issue where, instead of just losing access to custom fields, we’ve lost access to the entire project, as shown in the attached screenshot. This goes beyond what you described, where custom fields would simply be greyed out. It feels incredibly restrictive, forcing us into an upgrade just to regain access to our projects. Most of our projects are impacted, and unfortunately, both sales and support have been unhelpful in resolving this.
@Emily_Roman was there an announcement somewhere about this new feature. I’d like to discuss it. It is problematic in Patricia’s case, but also in recurring cases where a client would finish a trial and we are setting them up to get licenses through iDO. There might be a few days in between…
Hi @Bastien_Siebman, I attempted to download the CSV for this project, but it’s been over two hours, and I still haven’t received the email. Could you help check on this?
Additionally, when we download the CSV and transfer it to a new project, will we lose the comments and attachments in the tasks? Keeping the task history, including communications and attachments, is essential for us, so losing this information wouldn’t be an option.
Thank you for your help! I appreciate any guidance you can provide to resolve this without needing an upgrade, while ensuring we retain the history of our tasks.
Asana doesn’t have a phone number, the support is kinda the only way. And they recently migrated between systems, we see unusual long delay in answers.
Hi @Patricia_Cruz, welcome to our Community Forum. I’m really sorry for the hassle contacting our Support team and with the trial experience. We appreciate you sharing your thoughts.
I’ve reached out internally for clarification on the trial process and have also shared your feedback with the team.
To ensure the discussion remains constructive and accurate for all members of our community, and in accordance with our community guidelines, we’ve edited the title of your thread.
Regarding the Help Center, some users are experiencing an authentication issue in our new platform, but our team is actively working on a solution. In the meantime, we’ve created a temporary contact form where users affected can still submit requests and get Support. The form can be found in this link.
Thank you for your understanding! As soon as I have an update from the team regarding the trial experience I’ll get in touch with you.
Thank you for you response. While Brylan Stringfellow from the sales team reached out, we haven’t heard back in the last two days.
At this time, we are not interested in upgrading just to remove the custom fields and would prefer to revert to the free plan. Could you please extend our trial period or assist in removing the custom fields on our behalf?
We urgently need to regain access to our projects and would greatly appreciate your help in resolving this matter as soon as possible.
@Vanessa_N This delay has been causing significant setbacks for us, so we’d prefer to make a one-time payment rather than experience any further delays. Could you please confirm if we’re able to upgrade to the starter plan, cancel immediately after, and then revert to the free plan without any issues? Thank you for your help!
Hi @Patricia_Cruz, apologies for the delay. This issue has already been escalated internally, and our team is actively discussing potential solutions for the near future.
Unfortunately, we don’t have access to account details here in the Forum and can’t submit requests on behalf of members. However, I did confirm internally that Sales can indeed offer trial extensions in situations like yours, so you can recover your data.
Could you please submit a request to our Sales team using their contact form? In the "What would you like to discuss?" field, mention that you’re requesting a trial extension to recover data that became inaccessible after your recent free trial ended. You can also include the link to this Forum post in your request for reference.
Once your request is received, they’ll get in touch to assist you.
Hi @Vanessa_N, Thank you so much for escalating this on our behalf. I’ve submitted a request through the form your provided. Would you be able to assist in getting a quicker response from them? I did manage to connect with one of their representatives, but unfortunately, we haven’t received any follow-up.
Hi @Patricia_Cruz, no worries at all, I’m happy to help! I’ll reach out to you via DM to get your email address and more details about your submission so I can assist further.
Just an update for others searching for this info or reading here:
There’s now a process in place.
Please reach out directly to the Asana Sales team who should be able to expedite requests to grant an extension. (Also, we’ve expressed concerns to Asana about this change generally.)
I wanted to bring up an issue related to what’s being discussed in this thread.
I’ve encountered the same problem mentioned by the thread’s original poster and received an extension of the trial period from the sales team. Unfortunately, removing custom fields from my projects didn’t resolve the issue. At the end of the extended trial period, the message “You are no longer on a paid plan” appeared again. I then purchased a standard plan (at the time, having Asana was important for my work), verified that custom fields were disabled (they were), and requested a refund from support. After returning to the free plan, I once again lost access to my projects, and the “you are no longer on a paid plan” message reappeared. I suspect this may be a bug in the platform, which is causing me significant issues.
Additionally, I must say, my experience with the support team has been extremely disappointing. They seem to pretend not to understand my issue, repeatedly telling me that I’m using a paid feature, which is supposedly why I can’t access my projects. When I created a Loom video to demonstrate that my projects had no custom fields (here it is: Macro Project Custom Fields Overview 📹 | Loom), the person assisting me insinuated that the video was fake, supposedly filmed in March. In reality, they mistook “Mar” for March, while “Mar” stands for Tuesday in Italian. I found this behavior offensive and highly unprofessional.
UPDATE:
It seems like the issue is actually not in the custom fields, but in the fact that I created those projects while I was in a trial period.
The system reads those projects as “paid projects” and won’t let me access them in any way when I go back to a free version.
That’s what support was finally able to tell me.
I frankly think this is hugely restrictive, and an aggressive way to force people into buying a standard licence after a trial period. With all due respect, I hope you reconsider this approach.
Is there any chance you have added another paid feature besides Custom Fields to the project in question? Maybe Support didn’t mention it, but my understanding is that if your project has any paid feature after the trial ends you’ll lose access. Even if, for example, you created a project from a template that had a rule included that you didn’t even know about.
Perhaps you could reply about that, and perhaps @Forum-team might be able to expedite.
