Billing Issue Incorrect information - Please HELP!

Question

Hi Figma team,We previously decreased our team from as a [full seat 8 to 4] and [Dev seat 9 to 1] before the renewal time occurs but we still got charged from the same seats same amount before we reduced. How did that happen? Today, we received a new invoice that still includes:Full 8 annual seats 	9 developer monthly seatThis is incorrect, as we decreased the sea before the renewal time arrived. we would appreciate if someone from the billing/support team could help escalate and review this issue as soon as possible. Thank you.Yanakarn L.

Celine_ · Accepted Answer

Hi again, just sharing an update here in case you haven’t seen the latest reply on your support case 🙂

I can see that your case has now been escalated to your Account Manager, who will continue the conversation with you directly and review what options may be available regarding your request. They should follow up with you separately via email within the next couple of business days.

Thanks again for your patience in the meantime. Since this is now being handled directly through your support case, I’ll go ahead and close the thread here.

Celine_ · Answer

Hey ​@SCGDigital, Celine from the Figma Community Support here,thanks for following up and sharing the additional details.I can understand the confusion here, especially since the seat reductions were made before renewal. I was able to see your support case on my end, and I’ve added a follow-up note internally to help increase visibility with the support team.Since this involves billing history, renewal timing, and seat activity on the workspace, the support team will need to review the account details directly to understand why the invoice still reflected the previous seat count. I’d recommend continuing the conversation directly with them as they’re best equipped to take a closer look at it. Thanks again for your patience in the meantime!

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