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mayur.danej
mayur.danej
New Member
August 22, 2026
Question

Follow-up: Pending Billing Support Request

  • August 22, 2026
  • 3 replies
  • 55 views

Hi,

I’m following up on a billing-related issue I raised over a week ago, but I have not yet received a response from the support team.

I’m currently unable to complete the payment for Invoice FE62BA8E-0011. To enable our Accounts team to process and settle the invoice, I have requested the following DTAA documents:

  • Form 41
  • Tax Residency Certificate (TRC)
  • No Permanent Establishment (No PE) Declaration

Could you please review my request and share the required documents at the earliest so that we can proceed with the payment?

Given that this has already been pending for more than a week, I would appreciate it if this could be prioritised and resolved as soon as possible.

    3 replies

    adamsmasher
    Figmate
    adamsmasher
    Figmate
    August 22, 2026

    Hey, ​@mayur.danej! Thanks for your post - I can definitely understand your urgency with this.

     

    Do you have more than one email address? I found the ticket you submitted and see our team responded, but it looks like the response email failed to deliver. After comparing the email address for that with what you used here in the forum, it looks like they’re slightly different. I’ve redacted most of them for privacy reasons, but the difference is that the ticket has the word “direct” at the end of the domain, whereas the email used here and with your account uses “markets”:

    • Ticket submission email: ******@******direct.**
    • Forum: ******@******markets.**

    Can you submit a new request using the second email address? You should successfully get a response to that - let me know if you don’t, though!

    mayur.danej
    mayur.danejAuthor
    New Member
    August 24, 2026

    Thanks adamsmasher !
    I have submitted a new request from the second email address which uses “markets”. Please respond to the mail.

    adamsmasher
    Figmate
    adamsmasher
    Figmate
    August 26, 2026

    Thanks for doing that, ​@mayur.danej. It looks like the emails are failing to deliver to the new email as well. Do you have another email address you can use with your account? The error message we see on our end is too generic to know why the email is failing to deliver; it basically just tells us that it couldn’t do it, so it could be a misconfiguration with both domains or something else (in which case you might want to check with whoever manages your domain name).

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