I opened a ticket about a wild charge on my account after I signed up for an annual professional plan. After 11 days the ticket is still in open state and after multiple attempts to get their attention, no one has responded.

I was charged nearly $400 for 18 members listed on my account that were not recent additions but rather carried over from my free account when I upgraded to the Professional subscription. I am worried that I will again be charged an absurd amount next month even though I had already paid for an annual plan.

This situation raises questions about the billing practices in light of the Professional plan’s advertised benefits. According to Figma’s website’s pricing model, the Professional subscription should encompass all features of the Starter package, plus additional ones. This includes an unlimited number of collaborators and access to 3 FigJam files. Given these terms, it’s perplexing and concerning why I am are being charged for each contributor. When using my free account I was able to share edit access to my files with unlimited contributors and never got charged for it.

Can anyone shed light on how I can get Figma to respond and refund me the charge and any further information about why I am being charged for each contributor. TY!