Why is it so hard to cancel my plan?

[Pierre_Baillargeon]

I try to cancel my plan in multiple ways but I keep getting errors.

Admin-panel: Get an error when I reach the final cancellation button.

Support-page: Authentication error when trying to create a ticket.

AI-Chat: The bot glitches out and gives me errors after submitting my e-mail.

Can someone help me to cancel my plan?

Thank you

[Richard_Sather]

Pinging the @Forum-team in case they can help.

[lpb]

Sorry, @Pierre_Baillargeon,

Regarding the Support-page and AI-Chat issues, there’s a different way (temporarily) to reach Suport:

Try the new Asana Help Center!

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 under…

I think using that may be the fastest way to get your issue resolved since they have access to help you that Forum team many not.

Thanks,

Larry

[Pierre_Baillargeon]

I encounter the same error and can’t seem to be able to cancel my plan. I also try different way and nothing seems to work.

I just want to cancel my advanced plan but I don’t understand why it is so hard!

Please help me!

[lpb]

Looks like you posted elsewhere as well; I moved that post into this topic.

See my earlier reply for answer:

Why is it so hard to cancel my plan?

Sorry, @Pierre_Baillargeon, Regarding the Support-page and AI-Chat issues, there’s a different way (temporarily) to reach Suport: I think using that may be the fastest way to get your issue resolved since they have access to help you that Forum team many not. Thanks, Larry

Thanks,

Larry

[Vanessa_N]

Hi everyone, sorry for the trouble with the cancellation process and contacting our Support team.

I’ve consulted our Support team and they’ve confirmed that there was an issue with the cancellation process in product, but this is currently being worked on, and in some specific cases, users are already able to action the cancellation in product. Can you please try again on your end in case it’s fixed for you?

I also see that Support received your request on Sep 23rd, and one of our agents should get back to you soon. They are currently facing a backlog, so replies are taking longer than usual, but they are doing their best to get back to everyone as soon as possible.

Just a friendly tip since we’ve confirmed that your request has been received: we don’t recommend following up on your original message before Support reaches your case in the queue. The queues are organized by time and date of the last reply, and any follow ups before the case is assigned to an agent will move the ticket to the end of the queue causing more delays.

We appreciate your understanding!

[Elise_Swopes]

This has not been fixed on my end. I am still waiting on a response. I have no received a confirmation that any of my emails over the last few weeks have been received.

[Vanessa_N]

Hi @Elise_Swopes, sorry for the trouble. Unfortunately, the temporary form doesn’t trigger a confirmation message like the Help Center does, but all submissions are reaching Support. I can confirm that Support has received your request. They’re currently handling a high volume of requests but are working hard to get back to everyone as soon as they can.

Please kindly wait for one of our agents to respond to your original request. As mentioned in my earlier comment, following up on your message or creating follow up requests before Support reaches your case could move the ticket to the end of the queue, causing more delays.

Thanks so much for your patience and understanding!