# Support Bot Issue **URL:** \ **Category:** Ask the Community\ **Created:** [11 September 2024 17:40 UTC](https://forum.asana.com/t/support-bot-issue/916029 "2024-09-11T17:40:42Z")\ **Posts on this page:** 3\ **Page:** 1
**Author:** ![Christine\_Bolton](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/christine_bolton/32/66614_2.png) [@Christine\_Bolton](https://forum.asana.com/u/Christine_Bolton)\ **Post date:** [11 September 2024 17:40 UTC](https://forum.asana.com/t/support-bot-issue/916029/1 "2024-09-11T17:40:42Z")
I am a super admin for a client and recently attempted to downgrade their license to 10 users. After going through the process, I received a message saying, “You will receive a confirmation email.” However, they have not received an email, and the admin portal still shows that 15 seats will be billed. When I tried to access support from their account via [support.asana.com](http://support.asana.com), I encountered the following error: ![image](https://us1.discourse-cdn.com/asana/original/4X/4/9/2/49257d22569316b68831a354b209afa939ffb37e.png) When trying to get support from my account, chatbot is repeatedly returning this error: ![image](https://us1.discourse-cdn.com/asana/original/4X/5/a/b/5ab8b26ea9fa7cfa56c2550eb0004d035941655f.png) Can someone please assist? ---
**Author:** ![Phil\_Seeman](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/phil_seeman/32/81525_2.png) [@Phil\_Seeman](https://forum.asana.com/u/Phil_Seeman)\ **Post date:** [11 September 2024 18:25 UTC](https://forum.asana.com/t/support-bot-issue/916029/2 "2024-09-11T18:25:32Z")
Split this topic on 11 September 2024 18:25 UTC A post was merged into an existing topic: [Try the new Asana Help Center!](https://forum.asana.com/t/try-the-new-asana-help-center/897288) ---
**Author:** ![Phil\_Seeman](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/phil_seeman/32/81525_2.png) [@Phil\_Seeman](https://forum.asana.com/u/Phil_Seeman)\ **Post date:** [11 September 2024 18:25 UTC](https://forum.asana.com/t/support-bot-issue/916029/3 "2024-09-11T18:25:32Z")
Closed on 11 September 2024 18:25 UTC