HIGH PRIORITY – 6 Paid Seats Blocked Despite Payment – Immediate Resolution Required

Hi ​@Anil Patel, Celyn from the Figma Community Support team here.

Thank you for following up and taking the time to explain how this is affecting your team. I’m sorry that the access issue is disrupting your ongoing work.

While we’re unable to handle billing-related issues directly in the forum due to privacy and security concerns, I’ve taken a look at your support ticket #2101430 and can see that a manager is currently reviewing your case. I’ve also added an internal note highlighting the urgency and business impact so the team has the full context.

I understand how important it is for you to receive a clear update and regain access as soon as possible. While I don’t have any further details to share here just yet, please know that your case is being actively investigated.

The team will follow up with you directly through your ticket as soon as they have an update, please keep an eye on your inbox for their response

We appreciate your continued patience while the team works through this 🙏

Hi Celyn,

Thank you for looking into our case and for highlighting the urgency to the Figma team. I really appreciate your support.

I would like to clarify the current situation because our team is still unable to work in Figma.

I have been following up with Figma Support since yesterday regarding Support Ticket #2101430, but I have not yet received a direct response or resolution. At the moment, our account is locked, so our team is unable to access Figma or continue our ongoing design work. This is having a direct impact on our projects and timelines.

Figma has already confirmed that our subscription currently has 6 paid Full annual seats. These are the seats we require and have already paid for.

The issue is related to one additional seat that was accidentally added. However, because of the payment associated with that additional seat, our entire account, including the 6 paid seats, has been locked.

We believe the access restriction should not prevent us from using the 6 seats that have already been fully paid for. At minimum, we request that our 6 paid seats be restored immediately while the additional-seat billing issue is reviewed separately.

I also need clarity regarding the additional seat. So far, we have not received the complete details showing:

• When exactly the additional seat was added
• Which seat/user was added and when
• How the additional seat was triggered
• What payment was made for each seat during this period
• Why we are being asked to pay the full remaining annual amount for a seat that was accidentally added and was never required or used by our team

If, after reviewing the complete details, Figma determines that there is a valid payment due for the additional seat, we are willing to review and address it. However, we first need complete clarity on the seat history, billing, and payment details before proceeding with any additional payment.

Our immediate request is therefore:

1. Please restore access to our 6 already-paid Full annual seats as soon as possible.
2. Please have the Billing/Account team provide the complete seat and payment history for the additional seat.
3. Please review the additional-seat charge separately from our already-paid 6-seat subscription.

Our team is currently blocked from working in Figma, so I would really appreciate it if this could be treated as an urgent business-impacting issue.

Thank you again for taking the time to flag this internally. We would really appreciate your help in getting our paid access restored as soon as possible.

Best regards,
Anil Patel
Support Ticket: #2101430

Hi ​@Anil Patel, thank you for providing this additional clarification.

I’ve passed all of this context, along with your specific questions about the seat history, billing details, and access to your six paid seats, to the team through your support ticket #2101430.

If you have any further details to share, please feel free to reply directly to your ticket so everything remains visible to the team handling your case.

They’ll follow up with you directly through the ticket once they have an update. Thank you again for your continued patience while the team works toward a resolution 🙏

Hi Celyn,

Thank you so much for your support and for helping us with this issue. Our Figma account access has now been restored, and our team is able to continue working. We really appreciate you highlighting the urgency of our case and helping get the access issue resolved.

Regarding the accidentally added additional seat, could you please help us check and share the complete details of that seat, including when it was added, how it was added, the billing period/amount, and any relevant seat or payment history?

Once we have those details, we can review them from our side and discuss the next steps with Figma accordingly.

Thanks again for your help and support.

Best regards,
Anil Patel