Several of my team members were deleted at once this week. I contacted my organization’s admin, who confirmed they did not do it. None of the individual users deleted themselves.
We reached out to support and while they restored the users, they have not given us any information or assurances that this will not happen again. When pressed further to figure out why this happened, they refused to escalate this issue and suggested we pay for a higher membership tier to audit logs.
Without the reasoning for why these users were deleted, this whole ordeal feels like a frustrating, roundabout sales tactic. How do you escalate an organization-breaking error like this?
Sorry to hear this; frustrating. I would think that Support should be able to help with that. I’ll try to reach out but no guarantees. If you don’t see a reply here or in DM here in the next few days, the only thing I could think of would be to try to issue another Support request. Make sure it’s coming from your Asana Admin or Asana Super Admin.
Hi @joe.rodriguez and @lpb, thank you for tagging us, and I’m sorry for the inconvenience.
Unfortunately, I can confirm that Support cannot share information about actions taken by users in the organization, such as removing other members.
If your plan is set up as a division (covering specific teams rather than the entire organization), the admin controls are only valid within the division. It’s possible that the removal occurred outside the division, where admin intervention is not required.
For free teams (not covered by the division plan), this article explains how a user can be removed.
Since we don’t have access to account details here in the Forum, we can’t provide any additional insights. However, as Larry suggested, feel free to have your admin reach out to Support for further assistance or to ask for additional safety tips available for your specific plan to prevent this from happening in the future.
Thank you @Vanessa_N and @lpb. For clarity, my manager is the super admin for our team and the only one with admin permissions. She was on the thread with support and they told her they would not provide any information on how these users were removed.
The problem is that we know these users were not removed on our side. Our super admin did not do it, and most of the users were on PTO at the time. This happening all at the same time on the same day lends to the idea of it coming from Asana’s side.
Do you know how or why Asana would automatically deactivate free user’s accounts?
Hi @joe.rodriguez, thanks for following up. For context, Asana does not remove members from spaces for security reasons. Not even the Support team has the ability to remove members. Member removal can only be done by other members of the organization in free teams or by admins within divisions.
While Support cannot disclose information about user actions, it’s likely that someone in the organization unintentionally removed the users. If this wasn’t done by the admin through the division’s admin console, it was probably an action taken outside the division, possibly when attempting to remove members from a free team.
Since we don’t have access to account-specific details here in the Forum, Support is the best point of contact for reopening the conversation.
I’m really sorry I can’t provide further support here in the thread.
@Vanessa_N We confirmed with our company that nobody other than the super admin I mentioned previously has the ability to remove our users. My super admin confirmed that she did not remove any users.
When previously asking Support for insight on how this happened, they recommended we pay for Asana Enterprise to find out. So Support can find the information on how this happened, just as long as we pay for it. Do I have that correct?
Hi @joe.rodriguez, here in the Forum, we don’t have access to specific account details like the Support team does, so I can’t directly review your account setup. That said, depending on your plan and setup, admin controls would only apply within the division. This means members outside the division could still deprovision users within free teams outside the division.
Regarding the upgrade, I believe they were referring to the audit log feature available on our Enterprise+ plan. To clarify, this feature provides super admins with access to a secure and unchangeable record of key events in their organization. Support doesn’t have access to this information on their end; it’s exclusively available to super admins using the audit log. This tool helps super admins track and respond to important security or compliance changes.