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Question

Follow-up: Pending Billing Support Request

  • August 22, 2026
  • 1 reply
  • 6 views
mayur.danej

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.

1 reply

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!

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