How do I contact support

Hi @Rayn_Hucks,

As it stands, support is only available via email; you can reach out to our team following these steps. We do have a chat available but only for our Sales department, which probably explain why it’s not available on our support page.

Let me know if there is anything else I can help with!

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Hi, I was wondering what the wait time is to hear back from Asana support? We are a small start up company with less than 10 people and had 1 person trying out Asana premium. We automatically got rolled onto a 20person annual plan and got charged the full amount. I’ve sent in a message to support regarding a refund - was wondering how long it usually takes to hear back? Thanks!

Normally, Support is very good about responding in some fashion within 24 to 48 hours, of course, this is business days, so weekends don’t count. :wink: Monday was a national holiday so that I wouldn’t count the 18th either. In all the tickets I’ve put in for clients the longest was three days to receive a response, but the issue was rather large and the support person had done some research beforehand to provide a better initial response.

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Thanks for the reply! I put in the ticket last Thursday so I’ll wait a couple more days for a reply. If I don’t hear a reply by the end of the week what would you do as a next step? Thanks for your help!

Hi @Megan_Holtham :wave:t3:

Our team is currently working through some backlog, but I’ve reached out to them, and since they prioritise premium support, they should be in touch soon! Thank you so much for your patience!

Hi @Marie,
Thank you for the reply! I appreciate you reaching out to the team for me. I look forward to hearing from them.

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Thanks so much for your help @Marie and @Todd_Heflin! I heard back from Asana support and our issue has been resolved.

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Hello! @Marie how can I close the account and it is possible to get my money back for the period that I am not used the app with my team from my yearly subscription?

Thank you,
Regards.

Hi @Ionut_Rus and thanks for reaching out!

Our support team will be able to assist you canceling your premium plan; you can reach out to them following these quick steps and they’ll be in touch as soon as possible! If there is anything else I can help with please let me know :slight_smile:

Thank you so much! Have a nice day!

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A post was split to a new topic: Help signing in from new iOS device

So, I just found out how to “talk to a human.” Take steps to cancel your account. Just before you confirm the cancellation, Asana gives a talk to human option. This speaks to where they put their support resources, at the end.

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Hi @John_Hannigan :wave:t3:

You can also follow these steps to reach out to our support team:

  1. Access asana.com/support
  2. Select “I’m having trouble with”
  3. Scroll down to the bottom of the page and select “Let’s chat”

Let me know if I can help with anything else :slight_smile:

I feel like the lack of response from Asana makes the platform fees feel like a rip off. Has anyone figured out their contact number? I am on deadline and I have literally typed the same request three times and the reader doesn’t seem to know as much about the platform as I do. Please advise!!!

Sorry, @Jenna_Bond, but I don’t think Asana offers any phone support. If it’s a question regarding platform knowledge, feel free to post here (if not private) in case someone here can help.

Larry

Hi @Jenna_Bond. My apologies for the trouble! I can definitely understand the frustration.

I’ve just liaised with our Support Team who has confirmed that the Escalation Team has contacted you regarding your issue.

Again, so sorry for the trouble here; and of course, as @lpb mentioned, if you have any questions, feel free to post it in the Forum. We’ll be more than happy to help!

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It’s now been an additional two days and still no customer support.

HI @Jenna_Bond I could confirmed again with our Support Team that they have been in contact with you regarding your request.

Please, let me know if there is anything else I can help you with!