Hi, so my company has been on a trial for 25 seats and being at the last 5 days of the trial, we were more than happy to start paying but I find myself unable to add our billing info (there’s a message that says we should contact sales)
And so I reached out via the live chat and eventually support replied asking for a screenshot (which i provided within 5 mins)… and then silence. I sent a chaser 8 hours ago and still nothing. It’s been more than 24 hours since I reached out and we’re 3 days away from the trial ending. Is it normal for such long periods of silence?
I’m worried the whole company is going to get locked out in 3 days.
Hi @Ridzuan_Ashim, sorry to hear about this trouble. Depending on the volume of requests, it may take a bit longer than usual for Sales and Support to reply to you. Please note that they work in a queue-based system, addressing cases from older to newer. To ensure a faster resolution, we don’t recommend following up on your request before they get back to you again as this may move your ticket to the end of the queue as a newer request.
If you need assistance with a credit card paid plan, you may want to reach out to our Support team instead of Sales. They will be able to help you troubleshoot any issues.
Although we don’t have access to account details here in the Forum, we might be able to advise you. Are you the user registered as the plan’s billing owner? What steps are you taking to access the billing page? Feel free to share a screenshot of the error message you see, blurring any personal data. Thank you!
Ah thanks for the reply Vanessa! Learnt something new about how the queue system works!
Anyway, someone is now in touch with me and I think we’re on track to having things resolved!
I gotta say, we’re not off to a great start.
We managed to get the contract signed and our account was supposed to start on the Advanced plan for everyone on the 16 November but I woke up today and find that the trial expired without switching over and now everyone’s being locked out of their projects.
My thought is that I should raise a new ticket since it’s technically a different issue (and I’ve done that. Spoke to the bot, provided the signed purchase order and all) but the fact that I’ve yet to receive a response for my ticket from a week ago doesn’t inspire much confidence(that ticket is even marked as escalated) that I’ll receive actual resolution for this one soon.
I know a 25-user account is probably a speck of dust to Asana but is there a way to get some kind of expedient help? We really can’t be waiting for a week or more for issues that lock everyone out… (heck, even a day is already too long)
Wow. ok. I don’t what it is about posting to the forum(I only do it as a last resort) and I’m surprised that about half an hour after i posted the previous post, I got a system notification email that resolved our problem. Not sure if the forum folks had anything to do with it but if yes, Thanks!
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