Hello -
I am paying for a professional account, last charged May 10th. I cannot access the projects or benefits from that account as when I log in it seems to log me into a new account that is on the free tier. When I open my old projects it says a different account owns it even though it seems to be me. I have attached a screenshot for reference (Green A mimi yu is the professional account I can’t get into).
I need help either merging these accounts or closing the ghost account and stopping payments there.
Additionally, I have not been receiving emails from figma about the open tickets I have. So, I have turned to posting here.
Question
Paying for professional account but cannot access it due to a ghost account?
Hey
Sorry to hear you're running into this — let’s take a closer look together.
Firstly, I can see that you were able to open a ticket and our Product Support team is actively reviewing your case (ID: 1949977). If you haven't already, please check your spam folder for that case ID, as their replies may have landed there.
Next, one thing worth trying: You may be able to access your Professional account directly by using the Add account flow. From the file browser, click your avatar in the top-left corner, select Add account, and log in with the credentials tied to the Professional account. This can help you confirm which account is which while your ticket is being resolved. For more information, have a look at this resource: Log in or add accounts → Login to additional accounts.
Either way, I've flagged your post with the Product Support team so they have full context. One thing to be aware of: Figma doesn't currently have a way to merge two accounts, but the team will walk you through the process of transferring your resources (if needed) and resolving the billing situation.
We'll be in touch at the email tied to your Forum account as soon as there's an update. 🙏🏻
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