Tried to contact sales 3 times but so for no response at all

Hey ​@Marcel Van Den Bos, thanks for flagging this! Sorry about this, that’s definitely not the experience we want you to have.

I’ll escalate this with our sales team. Could you share when you reached out, which email you used, and your organization name? That’ll help me track things down internally. Feel free to send me a DM with the info and just reply here to let me know you’ve sent it so I don’t miss it.

Thank you for your help! 

I just sent my details to you

Thanks for sending those details over! 

I’ve passed everything along to our sales team so they can take a closer look. I’ll keep an eye on this and get back to you as soon as I hear from them.

Thanks for your patience in the meantime!

ok it's been a few days, still no sign of any sales rep

​@Gayani_S is been a week now, what is happening?

Hey ​@Marcel Van Den Bos, I’m really sorry you’ve had to wait this long! 

This has been escalated internally again and I want to reassure you that this hasn’t been forgotten. I’ve sent you a DM with a follow up question. Can you please take a look? 

Really sorry again for the delay, and thank you for your patience. 

Hey ​@Marcel Van Den Bos, I’ve followed up again via DM.

Just replying here as well so it doesn’t get missed. Please take a look when you have a moment, thank you!

​@Gayani_S 

 

Hi, we’re currently dealing with a really serious billing issue related to Figma seats/workspaces and honestly we’re pretty lost right now.

Briefly summarizing our situation:

1. All 17 members of our team already individually paid for Professional plans (7 Full Seats + 10 Collaboration Seats), but when we tried collaborating inside one Team workspace, Figma started charging additional seats again to the workspace owner/admin account.

2. We contacted Support multiple times, but some tickets were marked as solved even though the issue was never actually resolved, and in other cases we haven’t received replies for several days.

3. At this point, we’re considering just refunding/canceling all 17 existing accounts and rebuilding everything under one centralized admin workspace because we can’t find any realistic workaround.

4. The problem is that this affects our real production workflow right now, and we urgently need guidance — but we’re struggling to get clear responses from Support.

Did anyone here actually manage to solve this kind of situation successfully?
Would really appreciate any advice or shared experience.

We spoke with sales yesterday so you can close this ticket. Many thanks for your assistance.

Hey ​@Seo Chaewon, I’m really sorry you’ve had such a frustrating experience with this! 

I also want to sincerely apologise for the experience you had with your earlier support requests and the lack of clear guidance along the way.

I can see that you were able to successfully open a new support ticket yesterday (Ticket #1899548), and the support team is currently assisting you through that thread. They’ll be the best team to review the billing setup in detail, explain what’s happening with the seat/workspace structure, and help guide you toward the best path forward for your team.

Really appreciate your patience here, and again, sorry for the difficult experience.