Good morning, we have been working with support and sales since mid-March. Our organization requires a yearly contract and our current one expired on April 13. After much reaching out on our part, we were finally able to sign a new contract (with an updated number/mix of seats), but have not been provided with an invoice (we last reached out to follow up about this last Weds). Today, our organization is locked out of Figma for non-payment which is unexpected as 1. We can’t pay because no one has provided an invoice despite us asking and 2. If we had auto-renewed, we were told that the invoice would only be available in the Figma app on April 13 and we would have until May 13 to pay it. What’s going on Figma? DM me and I can provide all the support tickets and individuals involved from our organization and Figma.
Sales team unresponsive in sending us a new invoice and locked our organization out of our account.
Hey
Hi Jaycee, thank you for replying here. I’m going to follow up to explain what happened as the support for our organization having a custom order form/contract was extremely poor and other users may have experienced something similar. I want to keep Figma as it’s generally been great to use and important to our workflows, but the challenges we have faced in renewing our annual contract has put serious doubt about the product into our leadership.
When we renewed last year, we were charged for a seat that we did not intend to purchase due to some changes in Figma settings, and no refund was given (I’m happy to share more). With that history, going into this year we had some concerns. We start reaching out to Figma about a month before our contract was set to expire to ask about renewing and paying for another year. (Our Figma admin settings say, “auto renew” and I gather that there is no UI display to indicate a custom contract or how to proceed.) It takes some time to get replies and at once point we are told that the invoice is not generated until the first day after auto renew occurs and we can keep using the system until the invoice is due a month later. We clarify that we want to do an order form, and eventually get connected to Sales who create a new order form (lots of back and forth and confusion that felt unnecessary if someone from Figma would be willing to have a phone conversation).
Eventually the order form is sent to us via Docusign and we sign, but there is some issue (user error on our part is possible, or Docusign error) and the signed document did not make its way back to Figma; on their end they see that we “declined.” At this point we do not know this and believe that they have our order form. We email our Sales Rep and attach a copy of our completed order form to confirm it’s done and ask, “hey where’s our invoice? How do we pay?” no one replies for a week.
Unfortunately instead, one week later and 7 days after our prior contract is over, our entire organization is locked out of Figma which brings multiple projects to a grinding halt. After we get in touch with Sales, we are told that for custom order forms/contracts, there needs to be a new signed order form in place within 7 days of expiration or the account auto closes. This is the FIRST time we have heard this information. I asked why no one a. told us this relevant information b. followed up with us when we unexpectedly declined the contract c. responded to our email when we asked to confirm that all was good with our contract and how can we get an invoice now?
Perhaps custom order forms are a small part of Figma’s business and I know that ours is the smallest size of these that you deal with, but clearly there are major gaps in the process. It should not be difficult to renew a contract and the lack of communication or attention shows serious deficits in staffing, training, processes, something. So much unnecessary stress, and not a good look for Figma.
Today, our Figma is back up, but our Settings say, “Your Figma Enterprise Plan: Pausing April 13, 2026”...we’re waiting to see a new expiry date and to receive an invoice this week so we can exhale.
...thanks for reading this novel.
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