Sales Team Unresponsive – How Do You Actually Get a Response?

Hi ​@UIPLAY, Celyn from Figma Community Support here.

Thanks for sharing this — I’m sorry to hear you haven’t received a response from the Sales team, especially given the urgency on your side. I’d like to help get this moving for you.

Could you share a bit more about what you’re hoping to set up or change? For example:

• Which plan you’re interested in
• Approximate number of seats
• Any specific requirements or questions you’re hoping to discuss

Once I have a bit more context, I’ll do my best to help get this in front of the right team.

In the meantime, if helpful, you can also check out:

• Upgrade your plan
• Pricing
• Figma plans and features

Appreciate you flagging this — happy to help however I can.

Hi Celyn, thanks for getting back to me.

Here’s the context you asked for:

• Plan: We’re currently using Figma with 1 seat, but are looking to move to 2 seats with a tailored setup
• Usage: We rely heavily on AI features as part of our core workflow
• Problem: We are consistently running out of AI credits, and the current pro-rata system is not workable for us. The 3,000 credit allocation is far too low for our needs, it covers roughly half a day of work at most. There’s no way to top up or get predictable usage, which is blocking delivery
• Impact: We currently have a backlog of client work that we cannot complete because of this limitation

What we need is:

• A clear, all-in monthly cost for 2 seats with a sufficient allocation of AI credits
• Or a way to increase / top up AI credits reliably
• A direct conversation with a sales representative to structure the right plan

At this point, this is urgent for us. If we can’t find a workable solution quickly, we will need to consider moving our projects to an alternative platform.

Please can you escalate this to the appropriate sales team or connect us directly with someone who can help us structure a proper plan?

Appreciate your help in getting this resolved.

Thanks so much for taking the time to share all of this detail ​@UIPLAY — I’ve gone ahead and created a support ticket (#1810633) on your behalf and passed along all the context you shared so the team can take a closer look and assist you directly.

Someone from the team will follow up with you via email, so please keep an eye on your inbox for their message.

Thanks again for your patience here — we’ll be in touch soon.

Hi Celyn,

Thanks for logging this and passing it on.

Can you confirm when we can expect someone to reach out? This is currently impacting delivery on active projects, so I need a clear timeline.

Thanks

Hi Celyn, 
Are you AI or Human?