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Project Files Locked Due to Payment Issue

  • May 7, 2026
  • 1 reply
  • 19 views
Abayomi

Hi Figma Community,

I'm in a really difficult situation and hoping someone here has experienced something similar or can point me in the right direction.

As of yesterday, all of my Figma project files have been locked. I believe this is tied to a billing issue, my previous card was stolen, and when I attempted to update my payment method with a new card, every attempt has failed. I've tried multiple cards now and keep hitting the same wall.

The timing couldn't be worse. I have an investor presentation today and I cannot access any of my design files. I'm completely blocked,.

Here's what I've already tried:

  • Updating payment with a new card (multiple attempts, all failed)
  • Tried different cards
  • Reached out to Figma Support, submitted a ticket but have not received a response since yesterday
  • Looked for a phone number to escalate, there doesn't appear to be one

At this point I'm stuck with no clear path forward and a deadline in a matter of hours.

1 reply

Celine_
Figmate
  • Celine_
  • Community Support
  • May 7, 2026

Hey ​@Abayomi , Celine from the Community Support team here! I can see how stressful this must be, especially with a presentation today, let’s try to get this sorted as quickly as possible!

Billing issues need to be handled directly through our support team rather than here in the Forum, for security and privacy reasons. I see your support case and added a note to escalate it internally. Someone from the team should be reaching out to you soon. For reference, your support ticket is #1887787.

In the meantime, here are a few things worth trying:

  • Try again different cards if you can
  • Share in your support case any error message you have encountered
  • Contact your bank or card issuer to check if there are any restrictions on the transaction. For privacy and security reasons, only they can share the exact decline details with you

If you need help updating the card on file, this guide should help: Manage payment and invoice details

Hope this gets resolved before your presentation!

Update: Our support agent has replied to you for further investigation. Please check your inbox, thank you!

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