A former employee left and I tried merging their account with their lead’s account. I accidentally made the former employee the primary employee which in turn deactivated the lead’s account. I reactived the lead’s account but now when they try to login, it is telling them to make a new account. The lead fears if they make a new account, it will erase everything on their account they had. Has anyone experienced this before?
Welcome, @Alexa_Perez, and sorry to hear this.
I think you’re best bet is to contact Support:
To create a support ticket, go to www.asana.com/support (make sure you are logged in to Asana) > click the chat icon at the bottom right > type “speak to an agent” > click “Yes” > click “Something Else” > click “Create a support ticket.”
Hey there! I did submit a ticket but I have not heard from the support team yet. My lead is panicking so I am concerned of when I will hear back.
Pinging @Marie, in case you might see this and could possibly expedite somehow.
My latest notes on the topic: support can’t help but will likely redirect to https://help.asana.com/hc/en-us/articles/18180374340251-How-to-separate-Asana-accounts
Given the lead can’t access their existing account I would suggest getting help from our support team @Alexa_Perez. I found your request in our systems Alex, our team should be in touch soon. Please make sure to let them know what emails you have merged in as you did not share this info in your request.
Thank you Marie, do you know when they will get back to me?
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