Hello, I am out of options and don’t know what to do so I am bringing this here.
My plan is set to auto-renew on October 17, 2024. I need to reduce seats so I do not get over-billed. However, I cannot do so. The option is frozen and directs me to contact support. When I try to login to support, I get an error “We can’t log you in because of an authentication error.” I’ve used the Chat Bot to leave a support request and did get a reference number, but no one has responded and it’s been weeks.
My company cannot suffer a bill for seats we are not using for a whole year, and I need a response from Asana, but it is impossible to contact the company and I am out of options.
I’m honestly shocked that such an amazing product can have such terrible support. I’ve only experienced anything this bad before with Adobe. I’m hoping someone here can point me in the right direction because, well, the auto-renew is set for less than 10 days from now and I have no way to cancel it. Seems like it should be illegal right?
Thank you Phil, I have seen that thread and tried both options.
I am just very concerned I am going to be billed for something I do not need/want, with no recourse, because the option to cancel/remove seats is frozen.
Hi @Brett_Wertz, I’m sorry to hear you’re having trouble. I checked with our Support team, and they confirmed that an agent replied to your case on Oct 1st, acknowledging the issue and letting you know your case was escalated. The escalation is still in progress, and the agent will follow up with an update as soon as it’s resolved.
Could you check if their reply might have landed in your spam folder? If so, I can ask them to resend it. Thanks!