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⁉️ Strange Figma saved payment method experience and Still waiting for support

  • April 12, 2026
  • 4 replies
  • 54 views
Ashraful Alam

On 9th April we were scheduled to charge for our annual figma subscription renewal. We were ready with our corporate credit card to make the payment.

But just an hour before the renewal automatically happed. And it didn’t charged the previously saved or used corporate card instead it charged my own credit card which was never been used or saved in figma for any charging. It was more than a 1000 USD that charged my own credit card.

 

I was quite surprised to see this and immediately raised it to support team. Though they used to reply within hours or the same day before but it has been almost 4 days still no reply. 

 

Then i did some research and tried to console my brain with some logic that why this happened [keeping some hope that it will get resolved soon].

 

Here is what i found:

  1. Figma's billing interface deliberately hides active credit card details to comply with strict payment security standards, often making the "Payment details" fields appear completely blank. This creates the frustrating illusion that no card is on file, even though one is actively vaulted in the backend.
  2. I have my cards saved in chrome and also at Link.com
  3. It might have tried the corporate card first but failed to charge. Then it tried mine from Link.com
  4. Figma uses Stripe as its payment processor, which utilizes a feature called "Link." Stripe Link can instantly and automatically populate saved personal payment details to speed up the checkout process, which i hypothetically believe happen in my case also.

My question is, why did this happen? I didn’t save my personal card in figma for charging ever. 

I have requested for a refund and allowing to pay again using our organization credit card which is a must to comply with company finance policies. 

I hope to get some help and it been more than 36 hours, still waiting for someone to support. 

 

Sharing it with community to know if I am the only one or this happened with anyone else?

Also, what is the usual and current ticket resolution time from Figma now?

4 replies

Tom Reem
Figmate
  • Tom Reem
  • Figmate
  • April 12, 2026

Hi ​@Ashraful Alam, welcome to Figma Forum, and thanks for taking the time to walk us through what happened. I understand how concerning this must be, especially with a personal card being charged for a corporate subscription.

I'm sorry for the delay in getting a response on your ticket. I'm not able to access billing specifics from this public space, but I've checked in with our Product Support team and they're actively reviewing your case. Your ticket number is: 1839463, and I've shared your post so they have the full picture — including the details around the payment method and your refund request. They'll follow up at the email tied to your Figma account with more clarity and next steps.

In the meantime, this resource covers how to manage and update payment methods if things shift again in the future: Manage payment and invoice details → Change payment method.

Your feedback on the billing experience, particularly around payment method visibility and how saved cards are handled, is noted and will be shared with the relevant team. Appreciate your patience as we work through this.

    Ashraful Alam
    • Ashraful Alam
    • Author
    • New Member
    • April 12, 2026

    Dear Tom,

    I am so happy to see your response. I want you to understand how important it is for me.

    As we are from Bangladesh and we have to follow certain rules of our Central Bank and company internal policy. 

    Requesting a bit faster resolution for my ticket. 

    Eagerly waiting for the team to respond with the next step. 

     

      Ashraful Alam
      • Ashraful Alam
      • Author
      • New Member
      • April 19, 2026

      Hi Tom,

      It has been 10 days, i haven’t got any solution from the team. each time i am asking for an update team is saying they will will get back soon and It has already passed 10 days. Requesting your kind support with the refund. 

      Tom Reem
      Figmate
      • Tom Reem
      • Figmate
      • April 19, 2026

      Hi ​@Ashraful Alam — thank you for your continued patience on this. I checked in again and the Product Support team is still actively working toward a resolution. I can't access billing specifics, but I want to reassure you that this remains a priority. The team is coordinating with additional stakeholders, which means a full update will likely come during the regular work week.

      I've let them know you're waiting on an update, and they'll reach out as soon as they have more to share.

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