Change Yearly Subscripting Renewal Package - Contract Basis

Hey ​@Elva, thank you for reaching out! 

I can see the support ticket you submitted yesterday(#1907083), and I’ve already escalated it internally with our team to help make sure it gets prioritized for review as quickly as possible. Someone from the team should be reaching out to you shortly to assist. 

Really appreciate your patience in the meantime! 

Thank you Gayani, I will look out.  

I would like to share my experience regarding the recent support process.

I initially contacted Figma regarding our contract renewal and seat adjustment matters approximately one month in advance. Previously, a sales representative informed me that they had changed roles and were no longer handling such matters, and advised me to reach out to the support team instead. I subsequently received a response from Figma Support on 19 May 2026.

However, on 20 May 2026, I was redirected back to the Sales team and introduced to a sales representative via email.

Since then, I have not received any response from the Sales team, despite providing my contact number and following up multiple times. During this period, I have sent daily follow-up emails but have not received any call or reply.

Our contract renewal is due soon, and I have highlighted the urgency of both the renewal and seat adjustment matters on several occasions. Unfortunately, there still appears to be no clear ownership or resolution path for this case.

I would appreciate it if someone could assist in escalating this matter or direct me to the appropriate team that can help resolve it promptly.

Hi ​@Elva, Celyn here stepping in for Gayani.

Thanks for taking the time to share all of this context, and I’m really sorry to hear about the back-and-forth you’ve experienced while trying to get support for your renewal and seat adjustment request.

I understand that this is time-sensitive with your contract renewal approaching. I’ve gone ahead and escalated this internally for the team’s urgent attention, and I can see that someone has just followed up with you on your support ticket with next steps.

Whenever you have a moment, please check your inbox and continue the conversation directly through the ticket thread.

We truly appreciate your patience, and we’ll do our best to help get this sorted for you at the soonest 🙏

​@Celyn_L Hi Celyn,
Thank you for your revert.

As previously highlighted, the current contract is due to expire on 25th May 2026.I hope for your understanding that this delay will not impact our upcoming negotiations and continued account usage, as I have made repeated efforts to contact your team without response.

I have also received a reminder regarding invoice payment; however, I am still awaiting clarification and discussion on the renewal details before proceeding with settlement.

Thank you for your understanding. 

Hi ​@Elva, thank you for following up and for explaining the situation further.

I understand your concerns, especially with the contract expiry coming up on 25 May and the outstanding renewal discussions still pending. 

I’ve added all of the context you shared here directly onto your support ticket so the team has full visibility into the timeline, your previous outreach attempts, and the urgency around continued account access and upcoming negotiations.

Please feel free to continue the conversation directly on your support ticket whenever you're ready, and the team will be there to assist you further 🙏

@Celyn_L thank you. I finally received Louisa’s reply via email. However, we have already informed her of our decision and are currently checking the downgrade process, including confirmation that all existing data and projects will remain retained after moving to the Professional plan. this part still no update from her. Anyway, I just post here, hope you can do some internal reminder.