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request refund and billing isuue

  • May 19, 2026
  • 1 reply
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XTENAL TEAM 1

Subject: Refund Request - Accidental extra seats added to invoice

 

Hi Figma Support Team,

 

I intended to purchase only 1 Dev seat for my team. However, when the invoice was generated, extra accidental seats were added, making the invoice amount much higher than expected.

 

I have already gone into my Admin settings and downgraded all those accidental extra users back to free "Viewer" seats, leaving only the 1 intended Dev seat active. I have also changed our team settings to manual seat approval.

 

Since this was an accidental system upgrade and the extra seats were not intended, could you please issue a refund/credit for the extra charges and adjust my billing to reflect only the 1 Dev seat?

Thank you.

 

Best answer by Celine_

Hey ​@XTENAL TEAM 1 , thanks for sharing the details. I was able to see your support ticket on my end, and I’ve added a follow-up note internally for additional visibility with the support team.

What you already did (downgrading the accidental seats back to Viewer and enabling manual seat approval) was definitely the right thing to do! Since this involves billing history and potential refunds/credits, we cannot review directly here on the Forum due to security and privacy reasons. I’d recommend continuing the conversation directly through your support case and adding any additional context there if needed (such as when the seats were added/removed).

The support team will take a closer look at your invoice details and should follow up with you soon via email. Thanks again for your patience in the meantime!

 

Update: Good news, I see that your request has been resolved! Please check your case when you can, I’ll go ahead and close the thread here, thank you for your understanding.

This topic has been closed for replies.

1 reply

Celine_
Figmate
  • Celine_
  • Community Support
  • Answer
  • May 19, 2026

Hey ​@XTENAL TEAM 1 , thanks for sharing the details. I was able to see your support ticket on my end, and I’ve added a follow-up note internally for additional visibility with the support team.

What you already did (downgrading the accidental seats back to Viewer and enabling manual seat approval) was definitely the right thing to do! Since this involves billing history and potential refunds/credits, we cannot review directly here on the Forum due to security and privacy reasons. I’d recommend continuing the conversation directly through your support case and adding any additional context there if needed (such as when the seats were added/removed).

The support team will take a closer look at your invoice details and should follow up with you soon via email. Thanks again for your patience in the meantime!

 

Update: Good news, I see that your request has been resolved! Please check your case when you can, I’ll go ahead and close the thread here, thank you for your understanding.

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