It’s been two days since my profile disappeared from Asana. Some kind of bug kicked me out from the system. I have tried to contact the customer support for two days. I’ve got contact (with 24 hours between each email answer) but even as I have tried to describe what happen as clear as possible, I haven’t got the problem solved.
Ok, let’s start from the beginning. I’m the manager and billing owner of our organization. We work with festival planning for different festivals and all of our data is in Asana. I have employees, customers, partners etc. that I work with daily in Asana.
Some of our info-mails we forward to projects in Asana. To take off some load from me an employee said we should deregister the info-address connected to a festival from my account and register it to her account. Then I would not get notified all the time about what happen afterwards.
When I deregistered the address and she added it to her account she noticed something funny. Suddenly she had a lot of new tasks she did not recognize. The tasks where my tasks. She checked her associated emails and saw that all my email addresses including private now was associated with her account.
I was logged out at that moment and could not log in again. I got an email from Asana that my account was deleted. As I am the billing owner and admin, I could not believe my eyes. For all of you working daily in Asana and putting trust in that your data is safe, I guess you can imagine the feeling of panic.
I wrote to the support and described the situation. I got an answer a couple of hours later that I needed to include the billing owner in the CC of the mail. The support team needed a confirmation from that address.
It’s just that I am the billing owner. But now my employee had inherited all my rights including all hidden teams and projects with confidential information. Well, I called her up during the night and said it was an emergency and that she just needed to open her mail and confirm that I have the right to get my account recovered. So, she did.
Then 24 hours went without any contact. In desperation I tried to find a chat. I got contact with the sales team. That is apparently the only persons you can chat with at Asana. They could not help me but should forward the request to the support team that was “working as fast as they can”.
Guess if I was happy when I got a mail the day after. I tried to explain as detailed as possible what had led up to the incident. I said maybe they needed to recover my account from the time before the incident with detailed information of the steps leading up to me getting kick-out. The help I got was that my private e-mail address got associated with my employees account. When I logged in it was to hers. I also got some semi-automated answers with links to online guides.
I did send a mail straight away to the support person I was “talking” to, saying that it was the wrong solution. I could see my tasks, but they were not “mine” anymore. They had been transferred to my employees account who now had both all her and my tasks, private teams and projects and my owner/admin rights merged into her account. No answer from the support person.
Now it’s been 24 hours more. The feeling of not being sure if my account and data can be restored/recovered is really affecting my work and our whole organization. I guess most of you can imagine. My employees are afraid to work in Asana if the solution demands that there is backup/recovery for our whole organization from a time before the account got deleted.
For me this has been a really chocking experience. If we could have done a backup of Asana ourselves, I would have felt safer. We are paying customers but not in the Enterprise plan so we cannot do a backup ourselves.
I would really like you guys at Asana to take this question seriously. One of the messages on your website is “Trusted by great teams”. We are a great team. And we would feel trust if I could get live support during an emergency like this. That is a matter of quality. I understand that you maybe cannot respond live or even quickly to all users with free accounts. But we are using Asana for our living and we are paying for it.
Furthermore, I would like to know for how long time it’s reasonable that I should have patience and wait until my account is restored? And of course, the most crucial question, can my account be restored?