Issues with unexpected charges

I agree with this! This has happened to us every month since they have changed their model. I have mistakenly upgraded, approved, or commented and then suddenly two seats were added and there is no way to reverse it and I have to pay double the amount. 
I also feel like they have gotten greedy and it’s like robbery. I have paid almost double every month, since a few month ago.

If they continue like this, they will create more angry customers. Bad karma!!

I agree with this! This has happened to us every month since they have changed their model. I have mistakenly upgraded, approved, or commented and then suddenly two seats were added and there is no way to reverse it and I have to pay double the amount. 
I also feel like they have gotten greedy and it’s like robbery. I have paid almost double every month, since a few month ago. 
This is very bad for Figma!!

Hi ​@Hesam Jafari - I understand your frustration with the confusing and lack of clarity you’re experiencing with our billing system. I know that it can be difficult to manuever, and I’ll do my best to help.

First, I saw that you were posting new responses on older topics that were similar to your feedback. Because those were older, and because you are having your own issues, I’ve merged the responses you’ve made into one topic here. This is not because I don’t think your complaints are valid, but more-so to keep our conversation in one place. That will help with keeping this conversation organized.

With that said, I’d like to reiterate that I do hear you. Seats/plans/charges can get confusing, especially when multiple teams are involved. I really wish I could provide you more of a breakdown in what exactly your charges are, and how they are being calculated, but I don’t have the tooling to do so. Each organization/company has their own unique structure, so there are no ‘one-size-fits-all’ solutions. Additionally, I’m not able to provide any of the information on the forum for both security and privacy reasons.

This has to be resolved with our support team via ticket. I did some research and saw that you had one already filed. With the power I do have, I went and escalated it to a higher priority, so that it will have expedited review.  

I apologize that I can’t provide more info here. I genuinely appreciate your understanding and patience with this one.

 

Thank you ​@ksn for your understanding and your quick reply! I hope all is well.

Look I have no problem paying what I am using. That’s fully fair and I’d love to do that.

But charging us for a mistake, an unintentional change, or a temporary need feels really bad. $20 or $40 is not a huge money but for startups like us is. Also it feels really bad as if someone is robbing you and abusing your trust. This has happened multiple times  during the past few month. Just look at my billings how they doubled.

I will give you a simple solution that could fix this:
Simply notify the user that their billing will change if they take this action (approve, change edit, and possible by how much) and ask them if they want to continue. So we can take a correct action or prevent an additional seat purchase without realizing it.

As simple as that you can fix all these issue and don’t need to be hated and respond to all the angry people. Be transparent and honest! 

Thank you and have a great day!

Of course! I really do appreciate your suggestions. If this also helps: I submitted your recent response over to our team that collects information on the overall Figma experience as well, just so others would be able to take it into account with future improvements.

Have a wonderful day as well! Please feel free to reach out again if you have any other comments or questions.