Inquiry Regarding Credit Usage

Hello,

I am contacting you because my credits are being consumed much faster than expected.

Previously, I was using the 1,000-credit plan, which typically lasted around 3 to 5 days. To continue using the service more comfortably, I upgraded to the 3,000-credit plan. However, all of my credits were exhausted within just 2 to 3 hours.

The main issue is that I have no way to see how my credits are being consumed. There is no usage breakdown or detailed history available, so the credits are simply disappearing without any visibility. This makes it very difficult to identify the cause or prevent it from happening again.

From what I can tell, it may be related to the size of the files or data being processed. Since this is a company-funded account, I need to understand exactly how the credits are being used.

Is there a customer support phone number or someone I can speak with directly?

You can also reach me at [redacted info]

Hi there ​@jjgun451 - thank you for posting here to learn more. First, I wanted to let you know that I saw you had 2 topics with this same inquiry. I merged the two together, and also redacted the personal information (email address, phone number) from them to protect your privacy.

Regarding your concerns and inquiries on your credit usage, I’d first like to point you over to 2 of our help pages: 

How AI credits work -- I would recommend reviewing the “AI credit consumption by feature” to get a sense of how credits are being used. There’s also a section titled Track how many credits you have left

Manage AI Credits -- there’s another section titled “Track usage in the admin dashboard” if you are a team admin and want to see a more holistic view of usage.

While I cannot confirm or verify how many credits consumed by you and/or your team, it looks like you had a support ticket (#2027264) filed with the team. They can provide you more specifics.

I hope this was a bit helpful in understanding our current credit system.

I have been posting in multiple places because I don't know where this issue is actually supposed to be resolved. It appears that case #2027264 is the one currently being handled.

However, no one is actually solving the problem. Everywhere I ask, I receive the same type of response: "Please refer to this documentation."

Frankly, the support experience for Figma's subscription service has been extremely disappointing and feels irresponsible. The message I keep receiving is essentially, "The customer did not use the credits efficiently, so this is not our responsibility."

If credits were consumed unexpectedly or due to an issue, is there really no way to roll back those credits? Is there no issue-tracking process available for customers? I have repeatedly been told that usage logs or detailed tracking cannot be provided due to security reasons.

So does that mean credits can simply disappear from our account, and customers have absolutely no way to verify what happened or challenge the charges?

Right now, we need this issue to be fixed immediately. We have already upgraded our subscription and paid additional money because of this problem, yet we still have no way to resolve it.

What we need is a solution—not more copy-and-paste responses directing us to documentation.

Hey ​@jjgun451 , Celine from Figma here, stepping in for ​@ksn here. I'm sorry to hear how frustrating this has been, and I completely understand that you're looking for answers specific to your case rather than general documentation.

I took a look at your existing support case (#2027264) and can confirm that it's still actively being investigated. I've also added an internal follow-up note to help provide additional visibility to your concerns.

To address one of your main questions: your concerns about the AI credit usage are something our Support team can investigate on a case-by-case basis. While we're not able to review or discuss account-specific usage details here in the Figma Forum, the team is able to look into the specifics of your reported issue and provide guidance based on what they find as mentioned ​@ksn.

At the moment, the team is waiting for your reply with the specific file they requested so they can continue their investigation into the AI credit usage you're seeing. Once they have that information, they'll be able to take a closer look and follow up with you directly on the appropriate next steps.

To avoid splitting the investigation across multiple channels, I'd recommend continuing the conversation through your existing support case, where the team will keep you updated. Thanks again for your patience 🙏🏼