Hi Asana Team,
Our NGO applied for Asana’s NGO pricing program over two months ago. We successfully passed the Goodstack eligibility review and received confirmation that our organization qualifies, along with an email stating the Asana team would contact us shortly. However, after two weeks of silence, we followed up via a support ticket, only to be informed that our NGO discount application had been declined—without explanation. When we requested clarification, the representative mentioned the application was “handled by another team” and redirected us to fill out a form at https://asana.com/sale.
It has now been over a week since submitting that form, and we’ve still received no follow-up. This lack of communication and conflicting responses have left us deeply frustrated. We’ve made repeated efforts to resolve this but feel stuck in a loop with no resolution.
We value Asana’s tools and would prefer to continue using your platform, but this experience has made us question whether we should explore other project management solutions. Could someone please clarify:
Why was our application declined despite initial eligibility confirmation?
Who can directly address this issue and provide a timeline for resolution?
We’d appreciate urgent assistance to avoid disruption to our nonprofit work. Thank you for your understanding.
I’ve reached out offline to see if someone can help, but in the meantime I hope an Asana nonprofits team person will see this here, or your Sales request is replied to soon (it can take a few days sometimes).
@lpb , Thank you for your earlier suggestions. Unfortunately, our support tickets (#01505108) remain unresolved. Despite providing the requested initial approval documents, the response has been repetitive, asking for the same materials or stating, “We’ll check with the team,” with no follow-up.
Could you escalate this internally or connect us directly with someone empowered to resolve it? We’re eager to continue using Asana but need urgent assistance.
@lpb Thank you again for your input and efforts to escalate this. We truly appreciate your support and are hopeful the Asana team will respond soon with a resolution.
Hi @Chris_Wong5, sorry for the trouble with your Nonprofit discount application. I see that you reached out to our Support team yesterday and are already in touch with an agent. While we don’t have access to account details here in the Forum, Support will be able to review your case in more detail and provide guidance. Hopefully, this gets sorted out for you soon!
After waiting for a week, we have yet to receive any feedback from the Asana support team. This is quite disappointing, and I would like to understand what might be causing the delay. Could you please provide an update on the status of our inquiry? Thank you very much.
Hi @Chris_Wong5, apologies for the delay. I see that our Support team is still working on your case, and there’s an escalation in progress. As soon as they have an update, they will be sure to get back to you. We appreciate your patience in the meantime.
