Anyone from Figma here? Need help escalating a billing issue.

omg! thank you so so much, i really appreciate your support on this! 

I have the exact same problem and it doesn’t make any sense in my head.

Why do I NEED to pay MORE for LESS features and less access???

Is this the new way to steal money from people?

“Is this the new way to steal money from people?” 

Comsin, it feels like it is. 

Similarly, we renewed our UI account with the correct number of seats, yet we were overcharged for an extra seat that wasn’t set. I've been dealing with Figma support for days, but they keep sending generic instructions about Viewer settings that don’t apply and don’t reflect how the new billing UI works - which I would assume an agent should know?!? It feels like they’re not even reading my emails—or maybe it's just a bot. Extremely frustrating, and as Cosmin said, it really does feel like theft since they charged us incorrectly and won’t escalate the issue.

The people making the app is probably not the same people working on the pricing structure, they obviously aren’t designers, just corporate leechers trying to make more money. 
and for a company aimed to UX and UI. it’s incredibly hard to understand it’s payment structure, how it works and how to make changes; the irony. 

And yeah, I also try to lower my invoice and got it to go up instead. 

I have the same problem.

1st - I change to viewer-restricted some people due to the new figma billing.
2nd - I added 2 collaborators and then eliminate them… just checking how it works
3rd - I finally added my 2 collaborators (same people), and know I have to pay 100usd instead of 60usd… Because of a “full seats adjustment”… I don’t even know what that means...

Support didn’t help me. I don’t know what to do….. There is a lot of new tools out there… The experience is not being good...

 

If you’re (like we are) browsing for other options - some of the marking material poking fun at Figma for how bad their support and pricing games are (they are becoming notorious for this) on  competitors’ websites are hilarious. 

Try Motiff

I have the same problem.

I’d like to remove the available seats from my Figma Pro plan to avoid being charged for unused seats.

Could you please guide me through the process or assist in removing them?

Another issue occurred, I have 2 full seats and 2 dev seat and I get charged for 2 full seats and 2 dev seats.

WTF is happening?

Yes, how can this be done in the User interface not requiring a ticket and wasted company time ?

Hey everyone - I understand the frustration and delays that stem from billing discrepancies, and I apologize if the experience has been less than ideal.

When it comes to billing issues (refund requests, clarification on charges, etc.), we’re not able to help with those directly on the forum (including in PMs) for both privacy and security reasons. In addition, we have limited access to information that would be required to process any potential refunds or adjustments to your teams. Billing inquiries are unique to each Figma user/admin, so careful review is needed in a more direct and secure space (in this case, via email ticket).

This is why we often refer you to the help form to file tickets with our support team directly. I’m aware that this response is not likely to help when it involves you question ​@Issac Osis, but I hope this at least clarifies the logic around this a bit more for us in the community.

Happy to chat more on how you’d like to the UI to better serve you - drop a reply here and I can hand that feedback off to the teams working on billing flow improvements.

1. remove the dark patterns - traps and deceptive interfaces that are only designed to trick
2. show actual pricing, don’t make a ui which makes it look like going from higher tier of service to lower tier is a higher cost 
3. don’t allow your UI to do what deceptively appears to be subscription tier changes which in reality create orphaned / unallocated plans that cannot even be managed seperately.
4. The UI does not allow management of the x number of subscription tiers and dates without involving users
   
   Due to your self imposed limitation, If an administrator is setting someone on a lower subscription tier it should do that, if they were allocated something higher than that previously and it is due to expire in the future take the changes to users as a signal that when the associated subscription expires at Tier A and the user has been downgraded to Tier B continue the subscription at Tier B if the user has been assigned Tier B at the point of renewal.
   
   Anything else is just underhanded broken behaviour which guarantees people pay more than they should for your service and creates negativity around a product which is great.

Thanks! I know the teams on billing are taking a lot of your points into consideration already. I’ll make sure this gets to them.