Figma AI Credits Not Becoming Available after Purchase

Hi ​@Nathan Myers, Celyn from Figma Community Support here.

Thanks for sharing all of that context - I understand you purchased an additional 15,000 credits on a new account, but are still seeing a message that no credits remain. I can see how disruptive this has been, and I’m here to help get this sorted.

I saw that you’ve already reached out on ticket #1885520 - I’ve shared the additional details you provided here with the team and added an internal note to increase visibility.

In the meantime, here are a couple of quick checks that might help:

1. Make sure you’re in the correct account/workspace
Since you have multiple accounts, it’s worth double-checking that you’re working from the intended one. You can switch accounts from the file browser:

• Click your name at the top-left of the screen
• Select the account you want - if you don’t see it, click “Add account” to log in to the account

More details: Switch between accounts

2. Check your AI credit balance in that account

• Open a file where you have edit access (If you have a View seat, open a file in your Drafts)
• Open the Main menu of the file → Select AI balance (you’ll be able to see how many credits you’ve used and how many remain).

More details: How AI credits work

If the credits are showing there but you’re still getting the “no credits remaining” message, that’s not expected behavior — and we’ll continue investigating this via your ticket.

Separately, you mentioned not being able to find a way to purchase more credits. There are currently two options available (depending on plan and permissions):

• Ongoing subscription — a monthly pool of credits shared at the plan level once seat credits are used (resets monthly, no rollover)
• Pay-as-you-go billing — usage-based billing up to a set monthly limit (rolling out to Professional plans soon later this month)

More details: Manage AI credits

Hope this helps, and thanks again for your patience, someone from the team will be reaching out on your ticket soon.

The credits are showing, but when I go in to work on a project it still says I have none to use.  I’ve gone between both accounts and they aren’t available on either one.

Thanks for checking and confirming those details, ​@Nathan Myers - that’s really helpful.

I’ve passed along this additional context on your ticket, and I can also see that someone from the team has already followed up with you there.

When you have a moment, please continue the conversation in that thread so the team can keep assisting you directly.

Appreciate your patience as we work through this with you.