Hi Figma team,
I need help with a billing issue that also locked all files in our team.
Here is the timeline:
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I had an annual subscription for our team with 4 editor seats.
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During the year, some additional users were added and given full editor access. As a result, our team ended up with 7 editors in total.
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When the annual renewal date came, the system tried to charge us for 7 editor seats instead of the original 4.
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I contacted Figma support and was advised to cancel the current subscription and start a new one to fix the seat count (case 1616056).
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I followed this advice: I cancelled the subscription and attempted to set up a new one.
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However, before this process completed, the original subscription was automatically renewed anyway, now with 7 seats.
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The payment for this renewed subscription failed, and as a result all files in the team were locked due to non‑payment.
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In the billing UI, I now only see the option to pay for 7 users for a full year. There is no obvious way to reduce the number of seats for the current unpaid subscription and only pay for the 4 editors we actually need.
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After this, I replied again to support, but I have not received any response for quite a while (case 1624111).
At this point:
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The team’s files are locked and we cannot work.
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The only visible option is to pay for 7 annual seats, which is more than we need and contradicts the earlier support advice.
Could someone from the Figma team please:
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Help adjust the current renewal to 4 editor seats instead of 7 and issue a corrected invoice, or
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Cancel/rollback the automatic renewal so that I can create a new subscription for 4 seats without having our files locked?
I can provide account details, team URL, invoices and screenshots privately if needed.
Thank you in advance for any help in resolving this.