Skip to main content
Question

Payment Failed on Portal but Money Debited ($20 Invoice)

  • July 20, 2026
  • 1 reply
  • 7 views
lehak

text

Subject: Payment Failed on Portal but Money Debited ($20 Invoice)

Hi Figma Support,

I attempted to pay Invoice #6JMKJDSG-0001 for $20.00. 
The portal states the transaction failed and is asking for my card details again, but my bank has already successfully debited the money from my account.

Transaction Details:
- Figma Account Email: [Your Figma Account Email]
- Invoice Number: #6JMKJDSG-0001
- Bank Reference / UTR Number: [Paste your UTR/RRN number here]
- Date & Time of Charge: [Insert Date and Time]

Please check Stripe to see if the payment is marked as "Incomplete" or "Uncaptured" so it can either be applied to my account or safely refunded. 

Thank you!

1 reply

Celine_
Figmate
  • Celine_
  • Community Support
  • July 20, 2026

Hey ​@lehak , thanks for reaching out and for the detailed information, I'm sorry to hear you're dealing with this, especially when the payment has already been debited from your bank.

I can see your support ticket and have added a follow-up note to increase visibility with the team. For reference, your support case is #2023409. Since this involves billing and payment details, our support team is best equipped to look into the Stripe transaction and resolve this for you securely (we're unable to handle it here on the Forum due to security and privacy reasons).

Please continue the conversation directly via your support ticket, someone will reply you soon. Thanks for your patience! 🙏

Update: the support team is waiting for your reply to investigate further the issue. Please check your inbox when you can, thank you!

Terms & ConditionsAccessibility statement