Can someone please help with what to do. Asana once again (not the first time) is “threatening” that the trial is ending in 2 days although we have definitely paid for advanced package until next year (confirmed in my admin console). Sales contact is only one that is remotely working, but so far after 2 days and 2 messages from 2 different people - no response. Support is not logging in due to authentication problems (although before was working fine) and that suddenly is the issue for the whole team, bot is going in circles after submitting email and getting nowhere. There is no email, no phone number no nothing. Not happy is understatement. Does anyone has any way to contact an actual human being in support? Thanks
Welcome, @Inta_Brige, and sorry to hear this.
There’s a problem with the newly-rolled-out chatbot, so there’s a form for support:
@Forum-team, given the timeframe, perhaps you can escalate?
I’m afraid there’s no phone number that I know of.
Thanks,
Larry
Hi @Inta_Brige and @lpb, sorry for the hassle. Unfortunately, we’re currently unable to expedite requests with our Support team. They’re following some special protocols to make sure all users get a reply as soon as possible and to clear the backlog in the near future. I completely understand that it’s taking longer than usual to get a reply, and this is not ideal, but rest assured they’re responding to every request as quickly as they can.
@Inta_Brige, while we don’t have access to account details here in the Forum, it sounds like your issue might be related to a trial that’s separate from your main paid space. This can happen in cases where an organization has multiple teams on different subscription levels (free or paid). You could be part of another team currently on a free trial.
If you’re part of a paid team or division, and your billing owner has confirmed that everything is fine with that paid plan, you don’t need to worry. This expiration shouldn’t affect your work in the main paid team/division. It’s just a warning regarding the team on trial, and it will stop once the trial expires.
I hope this information helps, and that you get a reply from support soon!
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Hi Vanessa,
Thanks for getting back. We have had endless conversations with Asana support about this exact issue that there is only 1 team and subscription. However, yet again here we are. I shall wait when support gets back to me. Thanks
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Sorry that this didn’t help, @Inta_Brige. In this case, we’ll really need to have Support take a further look and help you dismiss the message. But as long as your main subscription is showing correctly in the admin console, it should be safe with all features working normally.
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