Hello,
I started an Advanced trial, and after the two-week trial period the system automatically upgraded my account to the Advanced plan and charged my credit card without any prompt or confirmation. I do not want the upgrade and intended to remain on the Starter subscription.
I raised a support ticket over a week ago regarding this issue but have not received any response.
Separately, our team recently hired a new staff member and when I added them to Asana, the system prompted me to add an additional seat.
After reviewing our subscription settings, I found a page indicating that I could downgrade the plan by 30 March. When I selected the downgrade option:
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The system showed a refund amount
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It then prompted me to add the additional seat
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It displayed a revised refund total reflecting the downgrade to the Starter plan plus the additional seat
I confirmed this change, expecting the plan to downgrade and the seat to be added under the Starter subscription.
However, several hours later nothing had updated:
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I continued receiving prompts to add a seat
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In the Admin Console, it still showed only 2 seats
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The Plan Details page still indicated that we were on the Advanced plan
Because the system still showed only two seats, I attempted to downgrade the plan again and add the seat, but the system then charged me again at the Advanced plan rate, as the current subscription (expiring in August) still shows as Advanced.
As a result:
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The downgrade has not taken effect
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The refund that was shown has not been processed
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I have now been charged additional fees for a seat on the Advanced plan, which I never intended to keep.
I have now raised another support ticket, but I have still not received a response.
Could someone please urgently review this situation, correct the subscription to the Starter plan, and refund the incorrect charges?
Thank you.