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Eli P
Eli P
New Member
March 21, 2025
Solved

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

  • March 21, 2025
  • 14 replies
  • 683 views

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?

    This topic has been closed for replies.
    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.

     

    14 replies

    Show previous replies
    Issac Osis
    Issac Osis
    New Member
    June 3, 2025

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

    ksn
    Figmate
    ksn
    Community Support
    June 3, 2025

    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.

     

      Issac Osis
      Issac Osis
      New Member
      June 3, 2025
      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.
        ksn
        Figmate
        ksn
        Community Support
        June 4, 2025
        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.

         

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