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Question

Blocked Educators account even after renewal

  • June 23, 2025
  • 8 replies
  • 82 views
mariana.velaochaga

I received an email last week saying I needed to renew my Educators plan and that some information was required, I sent everything and was automatically approved. The problem is I still have my files on view only mode and cant edit anything (even if it allows me to ask for editing permissions to the owner -which is myself and can’t give permissions to myself.-)

Help please!

 

8 replies

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • June 23, 2025

Hey ​@mariana.velaochaga, thanks for reaching out!

I checked internally and can confirm that your account is indeed on the Education plan. To help figure out what’s going on, could you share the URL of the file that’s showing as view-only? If you’d prefer not to post it here publicly, feel free to DM it to me and just leave a quick comment here to let me know.

 

Thanks, 

Gayani 

 

mariana.velaochaga

Hi ​@Gayani_S! I sent you a DM :)

 

Thanks!!

mariana.velaochaga

Hi ​@Gayani_S, friendly reminder here 😁

mariana.velaochaga

Hello!!! please I need help with this matter ASAP!!!

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • June 26, 2025

Hey ​@mariana.velaochaga, apologies for the delayed response, I needed to check this internally with the team. I’ve just sent you a reply, please take a look when you have a moment. 

mariana.velaochaga

hi ​@Gayani_S thanks for the reply, i sent you a couple of questions by DM! thanksss

mariana.velaochaga

Hi ​@Gayani_S Please I need to solve this ASAP!!! thank you!!!

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • September 3, 2025

Hey ​@mariana.velaochaga, I want to sincerely apologise for not getting back to you since the end of June. I completely understand how important this is and how frustrating the silence must have felt. I’ve just sent you a DM. Please check it when you can. I’ll go ahead and reopen your support ticket (ticket number #1493554) and escalate it to our team right away so we can get this resolved as quickly as possible. Thank you so much for your patience.

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