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Question

Refund from Automatically added Full Seat (Annual Invoicing)

  • May 11, 2026
  • 2 replies
  • 13 views
Sergey Shoshin

Hi everyone,

I need help with an upcoming charge for a Full Mode seat that was added by strange automation.

Situation: A Full Mode seat was accidentally activated in our team settings by kind of an automation. It was done 1 day before Invoice date. Our Admin team noticed it day after and downgraded the user back to "View" right away. However, I see this seat was captured for the WHOLE next year.

I do not see any other ways to solve it rather than post it here. Figma Sales do not reply us back. Figma hotline phone does is not answering. Chat in support is not loading (grey screen)

Issue #1:

  • Team: take it from my account.

  • Charge: 1 Full Mode seat (already removed) to be removed from next year invoice and current list of available.

Can someone from the Figma team help me cancel this pending charge or adjust the invoice before the payment is processed?

Issue #2: 

  • We also need to migrate card payment method into actual invoicing, so we need to have a kind of PO to pay. And again, Sales team do not answering for 3 days.

 

P.S. Why do you trick people with this strange automation? Turn it off by default. You have a lot of requests about the same.

2 replies

Celyn_L
Figmate
  • Celyn_L
  • Figmate
  • May 11, 2026

Hi ​@Sergey Shoshin, Celyn from Figma Community Support here.

Thanks for taking the time to share all of this context, and I’m really sorry you’ve had trouble getting through to the team.

I took a look on my end and can see that your ticket (#1892676) is already in progress, and someone from the team has reached out. I’ve also escalated this internally to help bring additional visibility.

While we’re not able to directly resolve billing-related issues here in the Community forum, I do want to help clarify what likely happened and how to prevent this going forward.

Regarding Issue #1 (unexpected Full seat charge):
I can see that a paid seat was added and auto-approved on May 18th, as there was an available seat at the time. When auto-approval is enabled, any eligible upgrade request can immediately convert into a paid seat if capacity exists.

If you’d prefer more control, I recommend switching your seat approval settings to manual approval, so admins must explicitly approve any upgrades.

You can update this here:

  • From the file browser, click Admin
  • Go to the Settings tab
  • In the Billing section, click Seat approval settings
  • Choose Manually approve seats for the relevant seat types

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

This should help avoid similar situations in the future. You can also refer to these resources for more details:

That said, I’ve flagged this with the team so they can take a closer look at your account and review your refund request.

Regarding Issue #2 (switching to invoicing / PO):
The team handling your ticket will be best positioned to assist with moving from card payment to invoicing and setting up PO-based billing. They’ll follow up with you directly there.

Thanks again for your patience while this gets sorted. Please keep an eye on your inbox for updates, the team will continue assisting you there 🙏

Sergey Shoshin
  • Sergey Shoshin
  • Author
  • New Member
  • May 11, 2026

 

Thank you, now I am aware of this option (after this case), and we have now switched it to Manual. So I don’t need to review those links above.

My point is different: if I, as an admin, go to the Invoice page on the last day of the billing cycle and click Approve for N licenses, then I am approving N licenses for the billing cycle.

I am not approving N+5 licenses that were previously marked as “available” in previous one and then activated automatically by the system.

From my perspective, this is either a bug in the user journey/workflow, or an intentional billing behavior where Figma charges for additional licenses that were not explicitly approved to force us pay more.

I think there is no way to clarify on why the invoice includes licenses that were not explicitly approved during that final approval step..

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