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[#1973713] Ticket marked "Solved" without any response — issue still unresolved

  • June 25, 2026
  • 3 replies
  • 77 views
seojoon Yoon

Title: Unexpected charge — support ticket marked "Solved" but never received any reply

I opened a support ticket regarding an unexpected charge on my account. Despite submitting the inquiry multiple times, I have not received a proper response.

I tried every available channel — Contact Support, Contact Sales, and others — but have never gotten a reply through any of them.

On top of that, the ticket status was changed to "Solved." It is not solved. My issue remains unresolved.

Could someone please respond? I just need an actual reply on this charge.

Thank you.

Best answer by Celyn_L

Hi ​@seojoon Yoon, Celyn from Figma Community Support here.

Thanks for reaching out, and I'm sorry to hear that you've been having difficulties getting a response.

I was able to locate your support requests, and it looks like your previous requests were merged into a single support ticket so the team could review everything in one place. As part of that process, the duplicate tickets were automatically closed, which is why they appeared as "Solved." I apologize for any confusion this caused.

I've also gone ahead and escalated your support ticket internally to help increase visibility with the team.

Someone from the team will follow up with you directly through your support ticket as soon as they're able, so please keep an eye on your inbox.

Thanks for your patience in the meantime, and our apologies again for the confusion 🙏

    3 replies

    Celyn_L
    Figmate
    • Celyn_L
    • Figmate
    • Answer
    • June 25, 2026

    Hi ​@seojoon Yoon, Celyn from Figma Community Support here.

    Thanks for reaching out, and I'm sorry to hear that you've been having difficulties getting a response.

    I was able to locate your support requests, and it looks like your previous requests were merged into a single support ticket so the team could review everything in one place. As part of that process, the duplicate tickets were automatically closed, which is why they appeared as "Solved." I apologize for any confusion this caused.

    I've also gone ahead and escalated your support ticket internally to help increase visibility with the team.

    Someone from the team will follow up with you directly through your support ticket as soon as they're able, so please keep an eye on your inbox.

    Thanks for your patience in the meantime, and our apologies again for the confusion 🙏

      seojoon Yoon
      • seojoon Yoon
      • Author
      • New Member
      • June 25, 2026

      Hi Celyn,

      Thank you so much for looking into this and for escalating the ticket. I really appreciate it.

      I'm happy to let you know that this has since been resolved — another team member, Ryo from Enterprise Product Support, has already followed up with me directly via email, so the issue is being handled now. The follow-up went smoothly.

      Thanks again for taking the time to check on this and for your help. 🙏

        Celyn_L
        Figmate
        • Celyn_L
        • Figmate
        • June 25, 2026

        Hi ​@seojoon Yoon, thanks so much for the update. 

        I'm really glad to hear that everything is now moving forward and that the follow-up went smoothly.

        I hope the team will be able to help you reach a resolution soon. Wishing you all the best! 🙌

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