Our team recently discovered that we’re being billed for two Professional subscriptions — one annual and one monthly. We receive two separate invoices, but in Settings > Plan we only see a single subscription available to cancel.I’ve already contacted support (Request #1475232), but so far the responses haven’t addressed my questions. I keep being told to simply cancel the plan, without clarification on the risks or how we ended up in this situation.Here are the issues we urgently need answers to: How did we end up with two overlapping subscriptions (annual + monthly) under the same team, instead of being prompted to just add seats to the existing plan? If I click cancel, there’s no option to choose which plan. How can we cancel just the annual plan without losing access to files (since the monthly is already paid through Sept 16)? If we cancel from the Settings page, will it terminate both subscriptions or only one? If we re-subscribe afterward, will we be enrolled in a single plan (as intended) instead of duplicating again? Can I just remove the member who seems to be on the annual plan and re-add them under the monthly plan — and will that automatically end the annual subscription? This is urgent — our team is actively working on files, and we cannot risk losing access or being downgraded to read-only.Has anyone else run into duplicate subscriptions like this? Any advice or escalation path would be greatly appreciated.

Being charged for 2 subscriptions under one org — anyone experienced the same thing?

Our team recently discovered that we’re being billed for two Professional subscriptions — one annual and one monthly. We receive two separate invoices, but in Settings > Plan we only see a single subscription available to cancel.

I’ve already contacted support (Request #1475232), but so far the responses haven’t addressed my questions. I keep being told to simply cancel the plan, without clarification on the risks or how we ended up in this situation.

Here are the issues we urgently need answers to:

How did we end up with two overlapping subscriptions (annual + monthly) under the same team, instead of being prompted to just add seats to the existing plan?
If I click cancel, there’s no option to choose which plan. How can we cancel just the annual plan without losing access to files (since the monthly is already paid through Sept 16)?
If we cancel from the Settings page, will it terminate both subscriptions or only one?
If we re-subscribe afterward, will we be enrolled in a single plan (as intended) instead of duplicating again?
Can I just remove the member who seems to be on the annual plan and re-add them under the monthly plan — and will that automatically end the annual subscription?

This is urgent — our team is actively working on files, and we cannot risk losing access or being downgraded to read-only.

Has anyone else run into duplicate subscriptions like this? Any advice or escalation path would be greatly appreciated.

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Hi @Heyzelee - very sorry for the trouble, but unfortunately, I’m not equipped with the tools to investigate and answer the questions you’ve laid out.

Additionally, anything related to billing or accounts have to be handled via email with our support team directly for both privacy and security reasons.

I did see you have a ticket filed with support (#1475232), and had it escalated. It shows me that it’s being reviewed.

Please keep an eye on your email inbox. Let me know if you did not receive any contact from us. Appreciate your patience with me

@ksn

Thank you for replying. Unfortunately, the CS person I’ve been working with hasn’t answered my questions, and I feel like I’m going in circles.

Now our entire team is locked out of Figma, even though we’ve already paid for seats under the monthly plan and should have access through next month. The lockout seems tied to the annual plan for a single seat, which makes no sense.

This is extremely frustrating — we’re paying for access, our team is actively working, and yet we’re blocked. If paying the annual invoice is the only way to restore access, that feels unfair, especially since we’ve already been charged for two overlapping plans with no explanation or option to consolidate.

Since you can see the ticket history, can you please escalate this to someone who can actually resolve the billing issue and restore access? This is urgent and cannot be delayed further. I’d greatly appreciate your help in getting this resolved quickly.

Hi @Heyzelee — Tom here stepping in for Kim.

I’m really sorry to hear this is still unresolved, especially given how disruptive it sounds for your team. I can confirm your ticket remains open with our Product Support team and they’re actively reviewing the billing issue. I’ll make sure they’re aware you’ve followed up here so it stays on their radar. Please keep an eye on the inbox tied to your Figma account for updates and next steps — and thank you for your patience as we work to get this sorted.

Hi @Heyzelee — quick update for you: I just checked in with our Product Support team, and they sent an email a few moments ago.

First, I’m happy to share they’ve applied a 14-day grace period, so you and your team will have normal access to your files during this time.
For next steps, please check your inbox.

Thank you again for bringing this issue to our attention and we appreciate your patience while we took a deeper look.

Hi @Tom Reem

Thanks for stepping in and helping us get the grace period.

We did receive the email from Product Support, but unfortunately the core issue remains unresolved. The concerns I originally raised still haven’t been addressed:

Is there any way to cancel one of the two overlapping plans we’re somehow subscribed to?
Why does Figma keep adding a new seat to the annual plan instead of the monthly plan?
Why was our team suspended when we’ve already paid for 9 seats under the monthly plan, which should remain active through September? If the overdue annual invoice is the issue, wouldn’t it make more sense for only that one seat to lose access — not the entire team?

This situation has become extremely frustrating and disruptive. Despite multiple threads and tickets, I still don’t have direct answers to these questions. Instead, the “solution” seems to be paying for the annual plan — which is the very problem, since we’ve already paid for access under the monthly plan.

As a customer, the current billing setup and access restrictions don’t make sense. Could you please ensure that someone on the support team reviews these questions in detail and provides a clear answer — especially on how we can cancel the annual plan without being forced to pay an extra $192 for a seat we don’t need?

I appreciate your help in escalating this further, as our team cannot afford more disruption.

Hi @Heyzelee — thanks for the thoughtful follow-up, and I’m sorry this has taken so long to sort out. I reviewed your case with our Product Support team, and it looks like they’ve now provided a resolution and a path forward. A team member sent over more details yesterday, so if you haven’t already, please check your inbox for that update.

I know how disruptive billing issues like this can be, and I want to assure you your feedback has been heard. I’ll also make sure your experience is shared with the right internal teams so we can learn from it. If anything still feels unclear, or if new concerns come up, don’t hesitate to let us know here — we will help make sure it gets to the right place so your team can focus on what truly matters.

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