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

Eli P

I’ve been a Figma supporter for years, but their new billing system is broken and unfair. I made a simple adjustment ONE DAY after my renewal date to adjust our team’s plan based in the new pricing model, and now we’re being charged for both the old and new seat, with no way to fix it.

 

Here’s what happened:

✔️ My renewal hit on March 16 with 5 full seats.

✔️ On March 17, I downgraded 3 of those to developer seats since develpers don’t need full editing access.

✔️ Figma says my billing locked at renewal, so now I have to pay for both the full and developer seats.

✔️ Even if I switch back, I’m still charged the full amount. There’s no way to adjust it without extra fees.

 

Figma support stopped responding after 20+ hours. So… anyone here working at Figma who can escalate this?

Best answer by ksn

Heyo ​@Eli P - I hear your frustration with this, and apologies for the confusion. We know these changes can be difficult to maneuver, but we are confident in Figma's growing value and its ability to help teams deliver on their product vision and designs.

With that said -- we do want to make sure you’re settled into these changes correctly. It looks like one of our support managers was able to get in contact you right before this message, but If you did not see a response come through your end, please let me know.

 

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5 replies

ksn
Figmate
  • ksn
  • Community Support
  • 1611 replies
  • Answer
  • March 21, 2025

Heyo ​@Eli P - I hear your frustration with this, and apologies for the confusion. We know these changes can be difficult to maneuver, but we are confident in Figma's growing value and its ability to help teams deliver on their product vision and designs.

With that said -- we do want to make sure you’re settled into these changes correctly. It looks like one of our support managers was able to get in contact you right before this message, but If you did not see a response come through your end, please let me know.

 

Eli P
  • Eli P
  • Author
  • New Member
  • 1 reply
  • March 21, 2025

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

Cosmin
  • Cosmin
  • New Member
  • 2 replies
  • March 22, 2025

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?

Emma Robison

“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.

Oscar_Dykeman1

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. 

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