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Follow-up: Refund request for accidentally added Full Seat (No reply since last Thursday)

  • June 1, 2026
  • 3 replies
  • 95 views
xiaoz

Hello Figma Support team,

Hope you are doing well.

I'm writing to follow up on my refund request regarding an accidentally added Full Seat in my team. I sent the first email to support@figma.com last Thursday, and also replied with all the requested account and billing details afterwards. Up until now, I haven't received any further updates or replies.

To briefly explain the situation:I invited a user to the team by mistake, and the system automatically assigned a paid Full Seat. I realized the error right away and downgraded this user to Viewer permission immediately. This extra seat was never used at all.

Relevant information for reference:

  • My Figma account email: [redacted by forum moderator to remove PII]
  • Team name: design's team
  • Charged amount: $20 USD

I totally understand there might be a heavy workload recently. I would really appreciate it if you could kindly take a look at my case and help process the refund. Please let me know if you need any more information from my side.

Thank you so much for your time and assistance!

Best regards

3 replies

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • June 1, 2026

Hey ​@xiaoz, thanks for reaching out and I'm sorry you've been waiting without a reply since last Thursday. That's not the experience we want for you.

I can see your support ticket #1931340, and someone from our team will be following up with you directly via email soon. For security and privacy reasons, we’re not able to look into billing or account-specific details here on the forum.

In the meantime, I want to give you a bit of context on how billing works in situations like this, so you know what to expect:

How seat billing works

  • When a Full Seat is added, the charge is applied immediately and prorated for the remainder of your billing period.
  • Downgrading that user back to a Viewer seat (which you've already done ) stops future charges, but it doesn't automatically trigger a refund for the current period. The seat stays available for someone else to use until your billing cycle ends.
  • Manage billing on the Professional plan has a full breakdown of how seat changes and charges work.

 

To prevent this happening in the future, you can switch your seat approval settings to require manual approval, so no paid seats are added without a deliberate action on your end.

You'll hear from the team through your ticket soon, thank you for your patience in the meantime! 

 

xiaoz
  • xiaoz
  • Author
  • New Member
  • June 3, 2026

Hey ​@xiaoz, thanks for reaching out and I'm sorry you've been waiting without a reply since last Thursday. That's not the experience we want for you.

I can see your support ticket #1931340, and someone from our team will be following up with you directly via email soon. For security and privacy reasons, we’re not able to look into billing or account-specific details here on the forum.

In the meantime, I want to give you a bit of context on how billing works in situations like this, so you know what to expect:

How seat billing works

  • When a Full Seat is added, the charge is applied immediately and prorated for the remainder of your billing period.
  • Downgrading that user back to a Viewer seat (which you've already done ) stops future charges, but it doesn't automatically trigger a refund for the current period. The seat stays available for someone else to use until your billing cycle ends.
  • Manage billing on the Professional plan has a full breakdown of how seat changes and charges work.

 

To prevent this happening in the future, you can switch your seat approval settings to require manual approval, so no paid seats are added without a deliberate action on your end.

You'll hear from the team through your ticket soon, thank you for your patience in the meantime! 

 

I'm sorry to bother you again, but my team has been locked and cannot perform any operations.

I still haven’t received any official support email to process refund & payment delay.Please escalate my billing case as priority and resend ticket mail to my bound email.I can’t use Figma now, urgent to solve refund issue.Could you please help me? 

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • June 5, 2026

Hey ​@xiaoz , thanks for following up! 

I can see that our support team did reach out via ticket #1931340 yesterday. Please check your inbox (and spam folder, just in case) for an email from us with the full details.

 

For anyone else in the community coming across a similar situation, to avoid unexpected seat upgrades in the future, it's worth updating your seat approval settings. You can switch from the default setting to "Manually approve seats", which means all seat upgrade requests will need explicit admin sign-off before a paid seat is assigned. Full steps are in the Help Center: Updates to Figma's pricing, seats, and billing experience.

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