There has to be a better customer support system for paying customers. I opened a ticket on April 8 (1851470) simply asking that the account I pay for have the email updated as I lost access to the email domain used when I set up the account on SSO. Due to technical error, I was asked to recreate/open another ticket (1838459). In both tickets, I have provided ALL PROOF of account ownership (invoices, business license, credit card used, file names, seats I pay for, etc.). My issue has been open for nearly 14 DAYS and has been passed to 3 different people asking for identical info that is already attached to both of the tickets! I am a freelancer, so in the meantime all of my other client projects aren't accessible to me at this time. It is crippling my project deadlines on these client accounts. How is there NO PATH TO ESCALATION? I am about to quit Figma entirely. This is turning into the worst customer service experience I’ve had with any software company. HELP ME!
Customer support escalation needed - issue going on 14 days without resolution
Hi
I followed up with our Product Support team and they've made progress on your case — by the time I got to your post, they had already sent a reply. Please check your inbox for the latest update on case: 1851470.
I'm not able to access account details from this public space, but I've raised your post and the feedback around the experience with the appropriate teams.
If you need help moving things along from here, don't hesitate to let me know.
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