Don’t forget, everyone, that in the meantime there are workarounds:
To get to Help pages if they’re not working for you, use your browser’s incognito mode.
To reach Support in the meantime, see this:
Thanks,
Larry
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Since receiving the message about the Help Center update, I have not been able to open that page, its trying to sign me in then I get a page showing the error message below. How can I fix this?
You can’t use email but you can use this form to contact Support until the core issue is fixed;
Hi @Amiee_Kane,
I’ve merged your post with an existing thread on this topic, as there is a known issue that is interfering with Asana’s Help Center.
When navigating in any way to help.asana.com I get a SalesForce permission error with this Error Description:
ErrorDescription=portal+account+owner+must+have+a+role
Is there a way past this error?
Did anyone come up with a workaround? I’m still unable to login since Friday on the desktop top app or browser app.
Has anyone figured out how to contact support? With the knowledge base broken I couldn’t send a support ticket the normal way so I sent an email over a week ago to support@asana.com for something else and haven’t heard back from them, nor acknowledgement that the email was received.
I tried to email support@asana.com and got a message that I could not communicate with them this way. So I can’t email them and I cannot authenticate to their help center. No way to communicate. Nice job, Asana!
@Kenneth_Obel @Ariel_Browne @Janet_Sosa - merged your posts with the main thread on this topic. In the short term, to reach support, refer to the form link in this post:
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Hi @Emily_Roman My client used the form several days ago and still hasn’t heard back anything at all. Are there any other solutions to help him get his account issue resolved?
Hi, my team and I keep getting an ‘Authentication Error’ with the sales force logo when I try to access the help center. I emailed support several times but still haven’t gotten a reply. Does anyone know how to get this resolved?
Hi everyone, and thank you for your feedback. Our support team is currently handling a higher volume of requests than usual, and they are working hard to respond to everyone as quickly as possible. Unfortunately, we’re unable to investigate and manage individual requests directly through the forum. To ensure your issue is addressed promptly, please reach out to our team via this form, and they will get back to you as soon as possible.
We apologize for any inconvenience and appreciate your understanding. Feel free to let us know if you have any further questions.
2 Likes
The chat bot keeps erroring out and taking me in a loop over and over! I also can’t login to Asana’s help center. How do I get in touch with support??
@Sheila_Manzanilla - welcome to the forum and sorry you’re having trouble; I merged your post into the existing thread on this known issue. To create a ticket in the meantime, use the form in Emily’s post:
12 days in and I still get the Salesforce authentication error. Someday the “New Asana Help Center Launch” will be a case study. And I don’t mean that in a good way.
I have gone the asana help site and have major authications issue and ith pulls up salesforce, which assna must use, it will not let access to asna help section it kicks you out.
Hi @Todd_Shoemack,
I’ve merged your topic with the existing thread on this. My best luck with the help center is when I use incognito.
Also see Emily’s comment: Try the new Asana Help Center! - #55
I want to share my concerns about the support experience after upgrading to the new help center. It’s been quite frustrating:
• Lack of Human Support: There’s no option to speak with a representative.
• Help Center Issues: The help center doesn’t load properly, making it difficult to find the information I need.
Please don’t suggest clearing the cache or similar troubleshooting steps. I’m facing issues with the Salesforce login and can’t seem to get past it, even though I don’t use Salesforce at all. This situation doesn’t make sense.
Hi @Sheila_Manzanilla, can you confirm if you’ve tried to submit your request via the form shared in the comment from Emily?
Our Support team is aware of the issues with the chat bot and they are actively working on a fix. In the meantime, they’ve created this temporary form to receive Support requests from users affected.
Hi @Todd_Shoemack and @Sheng1, we truly apologies for the trouble. Our Help Center has transitioned into a new platform, and we’ve had some unexpected issues, but our team is working hard to sort them out as soon as possible. In the meantime, we’ve created a temporary contact form where users affected can still submit requests to Support. This is the link.
Please kindly use this form in the meantime, and our Support team will get in touch as soon as possible