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Unexpected charge – user did not have full access

  • December 16, 2025
  • 1 reply
  • 14 views
zahra47

 

I was charged for an editor seat, but this seems to be a mistake.

I did not intentionally give full or paid access to the user (Naghmeh), and I was not aware that this would result in a charge. The user did not require editor-level access, and this charge was unexpected.

I would appreciate it if you could please review my billing and let me know why this charge occurred, and if possible, help me with a refund or adjustment.

Thank you for your support.

Best answer by Celine_

Hi ​@zahra47 , thanks for reaching out and explaining the situation. I understand how unexpected charges like this can be concerning.

Billing and refund need to be reviewed securely on our end. (We can’t handle it in the Forum for security and privacy reasons).

I’ve created a support ticket on your behalf so the billing team can review why the editor seat was charged and check whether an adjustment or refund applies. For reference, your case number is: #1643781 via your email address: zxxxxy@gxxxxl.xxm. Please reply to this message and provide as many details as possible. Someone will be reaching out to you soon, thank you!

 

Update: I can see that the support team has resolved your issue. Please check your inbox and continue the conversation via the secure form if you need any further assistance. I’ve gone ahead and closed the topic here since this has been addressed.

For others who may run into a similar issue, here are a few helpful resources on managing your account and avoiding unexpected charges in the future:

This topic has been closed for replies.

1 reply

Celine_
Figmate
  • Celine_
  • Community Support
  • Answer
  • December 16, 2025

Hi ​@zahra47 , thanks for reaching out and explaining the situation. I understand how unexpected charges like this can be concerning.

Billing and refund need to be reviewed securely on our end. (We can’t handle it in the Forum for security and privacy reasons).

I’ve created a support ticket on your behalf so the billing team can review why the editor seat was charged and check whether an adjustment or refund applies. For reference, your case number is: #1643781 via your email address: zxxxxy@gxxxxl.xxm. Please reply to this message and provide as many details as possible. Someone will be reaching out to you soon, thank you!

 

Update: I can see that the support team has resolved your issue. Please check your inbox and continue the conversation via the secure form if you need any further assistance. I’ve gone ahead and closed the topic here since this has been addressed.

For others who may run into a similar issue, here are a few helpful resources on managing your account and avoiding unexpected charges in the future:

zahra47
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