Hey there,
I was trialling Asana for a project and want to upgrade to 2 Starter seats initially, which will grow as I grow our marketing team. I have tried using the ‘Add Payment’ details button on my profile but get stuck in a ‘submit form’ and no-one responds. I have tried three times and tried emailing the sales team.
Can anyone advise the best way to do a simple upgrade?
Thanks in advance.
Hi @RSimpson, welcome to the community! 
Sorry to hear you’ve been running into trouble upgrading. A couple quick things that usually fix a stuck payment form: try a different browser, open a private window, turn off ad blockers/extensions, clear cache, and try with VPN off or a different network.
I believe you’ve already tried this, but if you can access billing, here’s the path to upgrade to Starter:
If you don’t see the Admin Console, you’re likely not an admin or billing owner for that space. In that case, you’ll need to ask an existing admin to make you a billing owner or complete the upgrade for you.
Since you’ve already tried the Add Payment form and emailed the Sales team, I’d also recommend reaching out to our Support team so they can investigate why the form isn’t going through and help you complete the upgrade.
Our Support team can check your account and unblock billing:
Thanks @Iren_Vilaniso ,
I keep getting stuck in a loop that asks me to contact sales for assistance. I have contacted Sales many times and still have had no response.
My trial runs out in two days and we are really keen to keep building in Asana, but when I try to access the AI Support it says our account has opted out of using AI Support. How do I chat or speak with a person to get this resolved?
Thanks 
Hi @Iren_Vilaniso ,
It looks like I’ve been opted out of using the AI chat, therefore I can’t get passed this message.
How do I opt in to AI support?
Hi Iren,
I still have had no resolution to this issue. I now no longer have access to the trial board and it is impacting out work.
Can you please ask someone to contact me directly?
I feel there is a major flaw in Asana’s purchase process when I can’t talk to a person to upgrade my account.
Thanks in advance.
Hi @RSimpson , sorry about the inconvenience here. I’ve already raised a ticket with the team and I’ll keep you posted as soon as I get an update. Thanks for your patience!
Thank you @Iren_Vilaniso - I’ll follow the Ticket progress.
Hi @RSimpson, I’m happy to share that the issue has now been resolved. Thank you for your patience while our team investigated and worked on a fix. We really appreciate your understanding throughout the process.
If you continue to experience any issues, please let us know here and we’ll be happy to help. 
Thank you,
I appreciate your help in this matter.
Kind regards,
Robyn
