Slow support?

Hey ​@simonp, thanks for reaching out, and I'm really sorry for the wait! 

I've flagged your case internally so someone from our team can follow up with you directly and take a look at your account and usage.

In the meantime, since AI credits sound like the core of the question, here's some general context that might help:

1. Every seat includes a monthly allocation of AI credits, and how many you get depends on your plan and seat type.
2. Credit usage can vary a lot by task. Figma's AI features are agentic, meaning a single prompt can trigger multiple steps behind the scenes. More complex prompts, extra context (like attached files), or certain models will all use more credits than a simple request.
3. You can check your current balance and reset date any time from the AI balance option in the Figma menu.

For the full breakdown of what drives consumption, this How AI credits work article is a good one to bookmark.

Someone will be in touch soon to dig into the specifics of what happened on your end. Thanks for bearing with us!

Another 24 hours and still no reply? Is four days really an acceptable time to wait for support replies? :(

Hey ​@simonp , Celine from Figma here, stepping in for ​@Gayani_S., thanks for following up and sorry for the wait.

I checked internally and can confirm that one of our Support agents replied to your case earlier today. I can also see that you've since replied back—thank you!

Your case is actively being investigated, so please continue the conversation directly through your existing support case. The agent will follow up with you there as soon as they have an update. Thanks for your patience in the meantime!

I did indeed get a reply yesterday asking for permission to access my account which I granted in minutes. And guess what? Another 24 hours have gone by with no reply :(

Hi ​@simonp, Celyn here stepping in for ​@Celine_.

Thanks for the update. I completely understand that waiting for another response after you've already granted access can be frustrating.

I've gone ahead and added an internal note to your existing ticket to let the team know you're waiting for an update and that this is time-sensitive.

The team will follow up as soon as they are able, so please keep an eye on your inbox for their next reply.

We really appreciate your patience while they work through this 🙏

Update: The support agent has just replied to you, please check your inbox when you can and continue the conversation directly via your support case.

Thanks for your patience while they looked into this!