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Unable to purchase Pro Plan

  • September 29, 2025
  • 3 replies
  • 135 views
A
  • Anonymous

Hello Figma Support,

I’m trying to upgrade to the Pro plan, but I keep receiving the error message:

“Payment can’t be completed, please use another payment method.”

 

I’ve already tried entering my billing details, but the transaction still fails. Could you please help me understand what’s causing this issue?

I’m from Indonesia, and I use a Mastercard debit card. I also have made sure that my balance is very sufficient. I have already tried more than 5 times, and it still fails. I have even tried to use a Visa credit card, but it’s just useless.

 

Please help me.

Best answer by Celine_

Hi ​@raymozz , thanks for sharing these details!

For security and privacy reasons, we can’t resolve individual billing issues here on the Forum. Please reach out directly to our support team via Submit a bug report so they can take a closer look.

When you fill out the form, use your Figma email account and include a screenshot of the error message you see when trying your card. This extra context will help them investigate and resolve things as quickly as possible. Thank you!


 

    This topic has been closed for replies.

    3 replies

    Celine_
    Figmate
    • Celine_
    • Community Support
    • Answer
    • September 29, 2025

    Hi ​@raymozz , thanks for sharing these details!

    For security and privacy reasons, we can’t resolve individual billing issues here on the Forum. Please reach out directly to our support team via Submit a bug report so they can take a closer look.

    When you fill out the form, use your Figma email account and include a screenshot of the error message you see when trying your card. This extra context will help them investigate and resolve things as quickly as possible. Thank you!


     

      uxnaufal
      • uxnaufal
      • New Member
      • March 16, 2026

      so do i. so i need your help. many times i try, i got email with desc “Action needed - your Figma account is past due”

      Celine_
      Figmate
      • Celine_
      • Community Support
      • March 23, 2026

      Hey ​@uxnaufal , sorry for the late reply here, and sorry you’re having trouble purchasing the Professional plan.

      I see you have already reached out to our support team, and it looks like your bank/card issuer is declining the charge. Unfortunately, we don’t get the exact reason, as only your bank can see the details for security reasons. (Card issuers can only discuss the specifics of a declined payment with their cardholders; they cannot discuss this with the merchant.)

      A few things you can try:

      • Double-check your payment details are up to date in the Settings page of your admin dashboard.
      • Try a different browser or device
      • Clear your browser cache/cookies
      • Check your network settings: turn off any VPN or proxy (This can prevent access to Figma's payment system.)
      • Disable browser extensions: some extensions can interfere with payment processing.

      If it keeps happening, I’d recommend contacting your bank directly, as they’ll be able to tell you why the payment is being declined.
      If you have any additional question, feel free to reply directly to your support ticket, it will re-open automatically. I’ve gone ahead and closed the topic here, thank you!

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