Help with upgrading Organization to Starter

For some reason I’m not able to upgrade to Starter. My trial is ending in 4 days and Asana is very kind to remind me of this repeatedly by an orange button and various emails. Now that I’m trying to upgrade my organization, I get this message: “All teams in the department you’re trying to buy are already premium.” The intention is not to upgrade the teams but my organization, but this option (which is visible in the dropdown) cannot be selected. I sent an email to support to help me, but I now know from experience that a response can take up to a week, sometimes even longer unfortunately. Maybe there is someone here who can help me get this done. I must have configured something wrong, but I can’t figure it out myself.

Hi @Lara_Tuk, welcome to our community, and sorry for the trouble. The Support team is currently handling a higher than usual volume of requests, so it’s taking a bit long for them to get back to everyone.

For security reasons, we don’t have access to account and billing details in the Forum, but based on what you’ve described, it sound like you are trying to “purchase” a new paid subscription, but your trial is still running. So the system understands that you are already on a plan. Are you going through the upgrade process from within your Asana? Can you please try the following?

  1. Click your profile picture
  2. Select Admin Console in the drop-down menu
  3. Go to the Billing tab
  4. In the Billing tab, click Add billing info
  5. On the next page, select the desired plan
  6. You will be redirected to the payment page. If you need to purchase more or less licenses than the number shown on the payment page, please click on Edit and select the correct number of seats before proceeding with the payment.

Your payment should go through at the end of the trial period.

I hope this helps :slight_smile:

Many thanks for your reply Vanessa. I tried it several times, even within different browsers exactly the way you described: I’ve gone through the upgrade process from within Asana and followed the steps, there’s no other way to do it. I can’t choose ‘Organization’ (although it’s showing as option in the dropdown. The only option is Teams for some reason. Now I’m a bit afraid I will loose my setup after my trail is finished.

No worries, and sorry that it didn’t solve the issue. Something else I’d check is if you are logged into your Asana with the same user account that is listed as the billing owner of the trial. If you have more than one user account and are not logged in as the billing owner, it won’t work.

If the problem persists, I’d recommend waiting for a reply from our Support team. They will have the necessary tools to resolve this for you.

Small update: luckily the support team contacted me today:-) There appears to be a technical problem on Asana’s side: upgrading is hitting an error on the backend, so let’s hope this can be resolved soon without any problems. Thanks again!

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Thanks for the update , @Lara_Tuk! Glad to hear that Support is already taking care of this for you! :slight_smile:

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