Figma's AI agent is unable and File sharing is restricted

Hey ​@nasif.zeni, thanks for reaching out! I can see you already have two tickets with our customer support team. Ticket #2052382 from yesterday and #2054444 from today,  you're in the right place, and our team will follow up on both with more information directly there.

In the meantime, thanks also for the thorough troubleshooting you've already done here. 

A couple of things worth separating out:

1. On the Starter plan specifically, the agent in Figma Design isn't available yet. It's currently limited to Full seats on the Professional, Organization, and Enterprise plans during its beta. You can see the details on how the AI agent beta is rolling out. So that part of what you're seeing on the Starter test account is expected rather than an error.
2. That said, it doesn't explain the Professional plan accounts hitting the same error, or the file sharing restriction showing up alongside it. When something affects some accounts on a domain but not others, and touches both AI features and sharing at the same time, that combination usually points to something specific to those individual accounts rather than a wider product issue. That's something we're not able to look into or discuss here on the forum, since it involves account-specific details and falls under privacy and security. Our customer support team will take a look at this through your ticket. 

To help speed things up, it'd be really helpful if you could add the following to your most recent ticket (#2054444), so everything stays in one place:

• A screenshot of the file sharing restriction message you're seeing
• Which specific email addresses are affected and which aren't, so the accounts can be compared side by side
• For the AI agent error: click the icon on the failed message to copy the debug details (this includes a support reference code) and include that for each affected account. It lets us trace the exact request.
• The plan and seat type for each account you tested
• Whether the same thing happens in an incognito or private browser window

Thanks again for digging in as much as you have already, someone from our team will be in touch with you soon via email. 

I’ve got the same error. I haven’t been able to use Figma Make while making my website on Site. The worst part is that I’m wasting my credits and the tool is not working. 

The error is: "Something went wrong" id: 53d66cb8-4b17-4876-891e-51104e52be36

And yes, I’m using a Pro Account.

Hi, ​@Cyber Jos3 - thanks for your post and confirming that you have the Professional plan. 

I checked and see that you submitted a ticket to our support team - that’s great, and I’ve noted on your request that you also came here seeking help. You should hear back soon with your request. In the meantime, did you try the Retry button? Usually when you get this error message, it will have a button to retry the request. Also, just to clarify, if the agent gives an error and performs no work it should not be using any credits. If you find that this is not the case, be sure to note that in your support request. 

Hey ​@Gayani_S , thanks so much for the clarification, this is really helpful!

Good to know about the Starter plan limitation, that explains that part. And understood on the account-specific details needing to go through the ticket instead of the forum.

I'll get the following added to ticket #2054444:
- Screenshot of the sharing restriction
- List of affected vs unaffected email addresses for comparison
- Debug details/support reference code from the AI agent error for each affected account
- Plan and seat type for each tested account
- Whether it happens in an incognito/private window too

Will follow up there. Thanks again for the quick response!

Quick update, I've followed up on ticket #2054444 with all the requested evidence attached: screenshots comparing a working vs restricted share, the AI agent error with debug/support reference code, plan and seat type details for the tested accounts, plus some additional supporting notes. Hopefully this gives the team enough to trace it from here. Will update this thread once I hear back!

Hey ​@nasif.zeni, Celyn here stepping in for ​@Gayani_S. 

Thanks for the update and for taking the time to provide all those additional details. I’ve taken a look at your ticket #2054444 and can confirm that everything you shared has been received by the team.

We really appreciate you gathering all of this information to help with the investigation. Please keep an eye on your inbox for any further updates from the team! 🙏

Small update, ticket #2054444 just got marked as "Solved" out of nowhere, no explanation, no resolution, nothing. I never received any follow-up after submitting all the requested evidence (screenshots, debug codes, plan/seat details, affected vs unaffected account list).

The issue is still very much unresolved on our end, AI agent still errors out and sharing is still restricted for the same accounts. Has anyone else had a ticket auto-close like this? Not sure if I should reopen it or just start fresh at this point.

Hey ​@nasif.zeni, thanks for following up on this, and sorry for the confusion around the ticket being marked as “Solved.” I can understand why that would be concerning when the issue is still ongoing on your end.

I took another look and can confirm that ticket #2054444 was marked as solved because it was merged into your existing ticket #2052382. Rest assured, your ticket #2052382 is still active and the team is currently looking into the issue, so there’s no need to reopen the previous ticket or start a new one.

I can also confirm that the additional details you shared have been received by the team. Thanks so much for taking the time to provide all of that information and for your patience while they continue investigating. Please keep an eye on your ticket #2052382 for further updates from the team. 🙏

Ah gotcha, that makes sense, thanks for clarifying! Good to know it was just merged and not dropped. I'll keep an eye on #2052382 for updates.

One thing though, this has now been ongoing for 3 days with our team's AI agent access and file sharing still blocked, and it's affecting our day-to-day work. Would it be possible to get a rough estimate on when we might hear back with next steps? Appreciate the help so far!

Hey ​@nasif.zeni, totally hear you! 

I don't have a firm timeline to share directly here, but let me reach out to our team internally and double check where things stand on ticket #2052382. I'll get back to you on this thread as soon as I hear something.

Thanks for hanging in there with us on this one.