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Question

Request to Cancel Incorrect Invoice and Unlock Account

  • April 16, 2026
  • 1 reply
  • 9 views
Shabeh Official

Dear Figma Support Team,

I hope you are doing well.

I am writing to request your assistance regarding an issue with my account. I recently noticed that my team has been locked due to an unpaid invoice. However, this invoice was created by mistake.

I already have an active annual subscription, under which I received 3,000 AI credits. Unfortunately, I accidentally selected the 15,000 AI credits option, which generated a new invoice unintentionally.

I kindly request you to please cancel this incorrect invoice for the 15,000 AI credits so that my account can be unlocked. At the moment, I am unable to continue my work as all features are locked.

Your prompt assistance in resolving this matter would be greatly appreciated.

Thank you for your support.

Best regards,
Syed Shabeh Abbas

[email redacted by forum moderator to remove PII]

1 reply

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • April 16, 2026

Hey ​@Shabeh Official, thanks for reaching out! 

I can see you’ve already contacted the support team (Ticket #1852662), which is exactly the right step here, as they’ll be able to review the invoice and account status in more detail.

Just to share some context: on the Professional plan, AI credits are billed as a separate monthly subscription (even if your main plan is on the annual billing plan). Changes like upgrades take effect immediately (and are prorated), while cancellations or downgrades apply from the next billing cycle. The subscription automatically renews each month until you change or cancel it. You can cancel AI credits subscription from the Admin tab under the AI credits section.

You can read more about how this works here: https://help.figma.com/hc/en-us/articles/35865276858647-Manage-AI-credits#h_01KHPZ56HS6QWA10X0YMTQ82BQ. 

Regarding refunds, payments are generally non-refundable per Figma’s Terms of Service, but you can have our support team take a closer look at your case. More details on our refund policy here: https://www.figma.com/legal/tos/. 

 

Hope this helps! 

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