Request to identify unexpectedly billed Full seats and refund unused charges – Invoice 8B400D55-0050

Hello Figma Support,

Thank you for your response.

Before proceeding, we would like to receive a detailed breakdown of the two prorated Professional Full seats listed on invoice 8B400D55-0050.

We understand that the payment was charged to our team’s billing method. What we need to identify is which user accounts were assigned the two paid seats included in this invoice.

For each of the two billed seats, could you please provide the following information separately?

1. The email address of the user account to which the Full seat was assigned.
2. The user’s previous seat type before it was changed to a Full seat.
3. The exact date and time, including the time zone, when the account was changed to a paid Full seat.
4. How the change was initiated and approved—for example:
   • User seat request
   • Administrator action
   • Automatic seat approval
   • Another system or billing action
5. The date and time the paid seat was removed or changed back to a View seat.
6. Whether the account had any actual product activity while the paid Full seat was assigned.
7. If activity exists, please provide the available usage details, including:
   • First and last activity dates
   • Number of files created or edited
   • Number of editing sessions or edit actions, if available
   • Which paid editing features were used
8. If detailed usage records cannot be provided, please at least confirm whether there was any file creation, editing, or other paid-feature activity for each account during the billed period.

We have checked internally, and no team member recalls intentionally requesting, approving, or using these additional paid seats. It is possible that the seat type was changed accidentally while someone was using Figma or adjusting a setting.

If your records confirm that neither additional seat had any actual paid editing activity, we would like to request a full refund of the $26.97 charge. If only one of the two seats was used, please refund the charge associated with the unused seat.

Please base the refund review on the seat-assignment and actual usage records for each account.

Please also confirm that no additional monthly Full seats are currently active on our team.

Thank you for your assistance.

Best regards,
Hwan Ham
Cloudike Marketing

(screenshot redacted by the moderator due to PII)

Hi ​@Cloudike, thanks for following up and sharing these additional details.

Just a heads up that I’ve redacted your screenshot to help protect your privacy.

I understand that you’d like a clearer breakdown of the two billed Full seats. As we’re unable to review or discuss account-specific billing information here in the forum, please continue the conversation directly through your existing support ticket #2090369. The Support team has already followed up and is currently awaiting your response. When you have a moment, please reply directly to the ticket with the questions and details you’ve shared here so the team can continue reviewing your request.

We hope to help clarify this for you soon. Thanks!