# The old account owner passed away last year and our organization was billed. Unsure how to proceed. **URL:** \ **Category:** Ask the Community\ **Tags:** account, agentic-work-management\ **Created:** [27 April 2026 16:34 UTC](https://forum.asana.com/t/the-old-account-owner-passed-away-last-year-and-our-organization-was-billed-unsure-how-to-proceed/1138397 "2026-04-27T16:34:55Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![durinien](https://luna1.co/8d76cd.png) [@durinien](https://forum.asana.com/u/durinien)\ **Post date:** [27 April 2026 16:34 UTC](https://forum.asana.com/t/the-old-account-owner-passed-away-last-year-and-our-organization-was-billed-unsure-how-to-proceed/1138397/1 "2026-04-27T16:34:55Z")
I’ve gone through the chatbot multiple times and created tickets but gotten no help with this issue. Our organization stopped using Asana last year but the account owner didn’t cancel the billing properly I guess? We were billed earlier this month and I wasn’t made aware until after the fact. I have tried resetting their password to the account so I could login and do it myself but resetting their password isn’t working either. They are not getting a reset email at all and there is nothing in the spam folder. I have never had such a hard time canceling something like this it is absurd that we cannot simply contact a support member and have to deal with these annoying AI chatbots. Especially when dealing with such an expensive service. ---
**Author:** ![Larry\_Berger\_lpb](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/larry_berger_lpb/32/276017_2.png) [@Larry\_Berger\_lpb](https://forum.asana.com/u/Larry_Berger_lpb)\ **Post date:** [27 April 2026 19:05 UTC](https://forum.asana.com/t/the-old-account-owner-passed-away-last-year-and-our-organization-was-billed-unsure-how-to-proceed/1138397/2 "2026-04-27T19:05:37Z")
Welcome, @durinien, and sorry. I’ve asked for attention, but no guarantees. The right approach is: Please create a support ticket: see [How to contact our Support Team](https://go.asana.com/supportteam). It sounds like you might have done that; did you receive an email reply? Thanks, Larry ---
**Author:** ![Emily\_Roman](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/emily_roman/32/283076_2.png) [@Emily\_Roman](https://forum.asana.com/u/Emily_Roman)\ **Post date:** [28 April 2026 10:46 UTC](https://forum.asana.com/t/the-old-account-owner-passed-away-last-year-and-our-organization-was-billed-unsure-how-to-proceed/1138397/3 "2026-04-28T10:46:26Z")
Hi @durinien, Emily here from the Asana Community Team! Thanks for reaching out and I’m sorry to hear you are having trouble with your account billing. I’ve escalated this to our support team to help speed up the process, they should reach out via email soon. Unfortunately, we are not able to handle billing questions in the Forum as we don’t have the tools to access your account or billing information to proceed with cancelation request, our support team will be more equipped for it. Let us know if you have any other questions, we’d be happy to help! ---
**Author:** ![durinien](https://luna1.co/8d76cd.png) [@durinien](https://forum.asana.com/u/durinien)\ **Post date:** [29 April 2026 16:00 UTC](https://forum.asana.com/t/the-old-account-owner-passed-away-last-year-and-our-organization-was-billed-unsure-how-to-proceed/1138397/4 "2026-04-29T16:00:58Z")
Thank you for your help they finally reached out to me and resolved the issue. ---
**Author:** ![system](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/system/32/276370_2.png) [@system](https://forum.asana.com/u/system)\ **Post date:** [29 May 2026 16:01 UTC](https://forum.asana.com/t/the-old-account-owner-passed-away-last-year-and-our-organization-was-billed-unsure-how-to-proceed/1138397/5 "2026-05-29T16:01:29Z")
Closed on 29 May 2026 16:01 UTC This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.