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Owner account locked – Paid annual plan inaccessible - Access to login account lost

  • September 14, 2025
  • 8 replies
  • 128 views
Mona shahbeiki

 

I am extremely dissatisfied with the current situation and the lack of proper support.  
Our entire company’s operations have come to a halt, and this issue is causing serious financial losses. Every second of delay is costing us more.

I have an active annual plan that started on June 23, 2025, and runs until the end of June 2026, fully paid upfront. The payment receipt is available.

Since last week, my **owner account** has been locked. I cannot log in, password reset emails are not arriving, and I am only seeing a 404 page.  

My teammates can still see the projects, but our plan has been downgraded to Starter, and all team members have limited access.  

This situation has caused our entire company’s workflow to stop, wasting a lot of time and energy.  

Figma must be accountable for the money we paid and the damage caused by this downtime.  
Instead, after over 20 emails in the past 2 days, I have only received repetitive, bot-like responses. Such irresponsibility and disorganization are truly unacceptable for a professional service.

We have a paid plan, our projects are intact, and yet everything is frozen because the owner account is locked.  
Figma needs to resolve this issue immediately and restore our access to the purchased plan.  
Currently, we really cannot continue working, and it is unfair that a paying customer is treated this way.  

Please investigate this issue and respond immediately so we can understand what will happen to our payment, account, designs, and files.
 

This topic has been closed for replies.

8 replies

Tom Reem
Figmate
  • Tom Reem
  • Figmate
  • 585 replies
  • September 14, 2025

Hi ​@Mona shahbeiki — thank you for sharing all the details here, and I’m very sorry to hear about the challenges you and your team are facing with your account.

I’ve escalated this on your behalf so that our Product Support team can take a closer look. For your privacy and security, I can’t access or share account-specific details in this public forum, but you should have received an email from me with next steps. Please check on the email inbox associated with your Figma Forum account for updates.

Your case number is: 1506960. We’re committed to helping get this resolved as quickly as possible, and I’ll continue monitoring for anything else we can do from our end.

Arya Badkoubeh
  • Arya Badkoubeh
  • New Member
  • 1 reply
  • September 15, 2025

 

I am extremely dissatisfied with the current situation and the lack of proper support.  
Our entire company’s operations have come to a halt, and this issue is causing serious financial losses. Every second of delay is costing us more.

I have an active annual plan that started on June 23, 2025, and runs until the end of June 2026, fully paid upfront. The payment receipt is available.

Since last week, my **owner account** has been locked. I cannot log in, password reset emails are not arriving, and I am only seeing a 404 page.  

My teammates can still see the projects, but our plan has been downgraded to Starter, and all team members have limited access.  

This situation has caused our entire company’s workflow to stop, wasting a lot of time and energy.  

Figma must be accountable for the money we paid and the damage caused by this downtime.  
Instead, after over 20 emails in the past 2 days, I have only received repetitive, bot-like responses. Such irresponsibility and disorganization are truly unacceptable for a professional service.

We have a paid plan, our projects are intact, and yet everything is frozen because the owner account is locked.  
Figma needs to resolve this issue immediately and restore our access to the purchased plan.  
Currently, we really cannot continue working, and it is unfair that a paying customer is treated this way.  

Please investigate this issue and respond immediately so we can understand what will happen to our payment, account, designs, and files.
 

Hi dear Mona
I am having the exact same problem with our company's product design team. We are in contact with Figma support and the problem is still unclear and has not been resolved.

Mona shahbeiki
  • Mona shahbeiki
  • Author
  • New Member
  • 4 replies
  • September 15, 2025

Hi ​@Mona shahbeiki — thank you for sharing all the details here, and I’m very sorry to hear about the challenges you and your team are facing with your account.

I’ve escalated this on your behalf so that our Product Support team can take a closer look. For your privacy and security, I can’t access or share account-specific details in this public forum, but you should have received an email from me with next steps. Please check on the email inbox associated with your Figma Forum account for updates.

Your case number is: 1506960. We’re committed to helping get this resolved as quickly as possible, and I’ll continue monitoring for anything else we can do from our end.

I’m glad to see your response here 🙏  
I’m also in contact with you via email, and I really hope with your help this issue can be resolved as soon as possible.  
 

Mona shahbeiki
  • Mona shahbeiki
  • Author
  • New Member
  • 4 replies
  • September 15, 2025

 

I am extremely dissatisfied with the current situation and the lack of proper support.  
Our entire company’s operations have come to a halt, and this issue is causing serious financial losses. Every second of delay is costing us more.

I have an active annual plan that started on June 23, 2025, and runs until the end of June 2026, fully paid upfront. The payment receipt is available.

Since last week, my **owner account** has been locked. I cannot log in, password reset emails are not arriving, and I am only seeing a 404 page.  

My teammates can still see the projects, but our plan has been downgraded to Starter, and all team members have limited access.  

This situation has caused our entire company’s workflow to stop, wasting a lot of time and energy.  

Figma must be accountable for the money we paid and the damage caused by this downtime.  
Instead, after over 20 emails in the past 2 days, I have only received repetitive, bot-like responses. Such irresponsibility and disorganization are truly unacceptable for a professional service.

We have a paid plan, our projects are intact, and yet everything is frozen because the owner account is locked.  
Figma needs to resolve this issue immediately and restore our access to the purchased plan.  
Currently, we really cannot continue working, and it is unfair that a paying customer is treated this way.  

Please investigate this issue and respond immediately so we can understand what will happen to our payment, account, designs, and files.
 

Hi dear Mona
I am having the exact same problem with our company's product design team. We are in contact with Figma support and the problem is still unclear and has not been resolved.

Hi dear Arya, thanks for sharing.  
It’s good (and also frustrating) to know that we’re not alone in facing this issue. Our team is also stuck, and the impact on our workflow is huge.  

I really hope Figma support takes this more seriously and provides a clear resolution soon for both of our teams.  
Let’s stay in touch here and update each other if we hear anything new.  

Mona shahbeiki
  • Mona shahbeiki
  • Author
  • New Member
  • 4 replies
  • September 17, 2025

Hello Tom,  

I want to make it clear that I no longer have access to my previous email address.  
Because of the restrictions from Figma and my email provider, that address is permanently inaccessible.  

Please check the details I’ve already shared via email and help escalate this issue as soon as possible.  
It is urgent for us to get this resolved quickly.  

If you send emails to the old address, I will not be able to see them.  
Please continue communication with me through this email only.  
 

Mona shahbeiki
  • Mona shahbeiki
  • Author
  • New Member
  • 4 replies
  • September 24, 2025

Hello Tom,  

I am still waiting for your response regarding our Figma account.  
It has been 3 days since my last email, but I have not received any reply from the support team.  

Our entire design team is completely stopped because of this issue, and we urgently need an update.  
Please respond to my email as soon as possible so that I can make a decision about our situation.  

Thank you,  
 

olgakhramenko
  • olgakhramenko
  • New Participant
  • 10 replies
  • October 17, 2025

Hi ​​@Tom Reem ​@Celine_ 

The same here( 

I had a Figma account registered with old email address.

Unfortunately, I have lost access to that email account. After the recent Figma update, when I try to log in, it asks me not only for my username and password but also for an access code that is sent to my email. Since I no longer have access to that email,

I can’t enter the code and therefore can’t log in to my Figma account. As a result, I’ve lost access to all my files and projects, which are extremely important for my work. I’m really worried because I need them urgently to continue working.

Could you please help me recover access to my account or transfer my files to a new email address? Thank you so much for your help — this is very important to me.

Best regards,
Olga

ksn
Figmate
  • ksn
  • Community Support
  • 2041 replies
  • October 17, 2025

Hi ​@olgakhramenko - sorry to hear you’re having trouble.

I’ve seen you reply with similar issues in other topics. I will be closing this one, and helping you out separately here: 

 

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