I’d like to contact Asana Support and see that the support@support.asana.com email no longer works. I’ve been redirected to use the Help Center but I am seeing this image below. Who should I reach out to?
Yes unfortunately there is a issue with our ability to contact Support Team. If you review this post…
You will be able to see some workarounds that you can try to enable you to contact Support…
Hope this helps…
@Vanessa_N the workaround is simple. Please open a temporary channel to handle urgent issues.
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Hi, I need some urgent support regarding Asana. I find unacceptable that the Asana Support Team is currently unavailable and has been for a while. Please let us talk with human beings.
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Hi @Kamil_Wysocki and @Giuseppe_Allegra1, I’m sorry for the hassle! Could you please try submitting your requests through this link in an incognito browser window, and start the chat without logging into the Help Center? This seems to be working for most users. If that doesn’t work, let me know, and I’ll be happy to assist you further.
Our Support team is prioritizing this, and we expect to have an alternative solution soon. I’ll be sure to share any updates in this thread as soon as I have them.
I’m dealing with the same ‘authentication’ error when trying to contact support. However, I was able to access the support bot chat. From my Asana home page, I clicked the ? icon in the upper right corner near my Avatar/account settings icon. When the Help & Getting Started window pops up, don’t click Contact Support. Instead, click the ‘see more →’ option from the top right of the pop up window to launch the Help Center. This window doesn’t seem to trigger the Salesforce issue & the support bot seems to work. I was able to use the support bot chat & I did receive the confirmation email with a case number afterwards. I haven’t actually heard anything else from Asana, but at least I’ve got a case number now. Don’t know if this will work for anyone else.
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thank you. Now I was able to get to the end with the help of a chat.
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Hi @Jane_Qiu, @Amy_Xin, and @JamesB1, I’m truly sorry for the hassle. The error messages you’re seeing are generated within the Asana platform. However, due to the ongoing authentication issue with our external Help Center, clicking the Asana Support link from there may currently fail.
Could you kindly try submitting a support ticket outside of Asana by following these steps?
- Open an incognito browser window.
- Paste this link to access the Help Center: help.asana.com.
- Ensure you are not logged in (you should see the Log in button at the top right instead of your username).
- Click the chatbot icon at the bottom of the page and start the process. To expedite this, type “speak with an agent.” The chatbot will then ask only a few questions about your issue to route your request to the right team.
If this doesn’t work, please let me know, and I’ll further assist you.
Thank you so much for your patience!
Same here, I tried to use the answers in this thread but nothing works:
- The support link redirects to a Salesforce Problem Logging In - We can’t log you in because of an authentication error page.
- The other support form that is referenced in the September 2024 thread says “This temporary form to contact Asana’s Support team has been deprecated”
- Tried the methods recommended by the community manager - use the Desktop App, use Incognito window, clear the browser cache but soon the error will come back.
Same here, the ticket is just showing up as a ‘blank loading page’ and then finally it says a refresh will do, but refresh won’t do anything. I have tried the following:
- Loading in Incognito
- Removing any Asana cach
- Logging out of Asana and logging back in
Also when I try to click on ‘Asana Support’ it just goes to a dead link of Salesforce. We’re stuck, p
lease HELP!
@Jane_Qiu , @Amy_Xin , @JamesB1 , welcome to the forum and aorry to hear about your troubles. I’ve moved your posts into this existing thread so you get the most help.
Can you try the steps that @Vanessa_N notes above?
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Thanks Richard. I tried and it was a chatbot, I submitted the screenshot there and left my email add. Fingers crossed.
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Glad to hear the chatbot worked for you, @Jane_Qiu! I don’t see a Support request associated with the email address linked to your Forum account. Just to confirm, did you use a different email address? If so, I can reach out to you privately to get it and check that the request has been successfully filed with Support. This way, you won’t need to share your email address here in the public thread to protect your privacy.
Thank you!
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Hi, unfortunately this didn’t work on that day and neither today. Please reach out to me privately.
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Hi Vanessa, looks like the bug is fixed now and we can again click into those tickets. Many thanks for the prompt response - it means a lot to us when the whole company runs on Asana! Cheers, Jane
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I can’t get support from Asana Customer Service. I tried:
- Accessing the help center (I get an authentication failure message)
- Accessing the help center in incognito mode (I get the same authentication failure message)
- Contacting the chatbot and requesting the help from an agent, but the bot also fails to create a ticket or put me in contact with the support team
What’s the best way to contact the customer support agents? I’ve been trying to get help for over a week now with no success… This is very frustrating!
Hello @Leticia_Carvalho, I have merged your post with an existing thread so that you can see the latest updates.
Best,
Jeremy
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Do you have any updates on this matter?
It’s been a week and we haven’t received any updates… we need support, please!
Hi @Leticia_Carvalho, I’m sorry to hear that you are having trouble contacting Support.
Can you confirm if you’ve tried this process in incognito mode and without logging into the Help Center? The authentication issue appears to be related to specific account settings. Our team is actively working on a solution, but in the meantime, interacting with the chat bot in incognito mode and without being logged into the Help Center has helped impacted users. If this doesn’t resolve the issue, please let me know, and I’ll be happy to assist you further.
Thank you!