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Unauthorized FULL Seat Assignments and Refund Request

  • November 10, 2025
  • 2 replies
  • 11 views
Product Leader Uhura

Hello Figma Support Team,

I need to open a case because we are experiencing an issue with the automatic assignment of FULL seats within our team, which has already triggered unauthorized charges.

We are authorized for only one FULL seat (Figma Make) associated with my email: [redacted - design].

However, around three weeks ago, the system automatically assigned an additional FULL seat to the user [redacted 2 - oscar]. I manually disabled it. Recently, another FULL seat was automatically assigned to [redacted 3 - laura]. I'm not sure if this happened because they used Figma Make under the free usage flow and, since they already had an existing user profile, the system automatically converted them to a FULL license. They did not request this, and I only noticed it once the license was already active.

This means Figma assigned additional FULL licenses without a manual request, manual approval, or administrative confirmation on our side. As a result, these unauthorized seats generated charges we did not approve.

I kindly request:

  1. A refund for the FULL license that was charged this month without authorization.

  2. Clarification on why these FULL seats were automatically assigned.

  3. Guidance on how to prevent future automatic charges or automatic seat upgrades to avoid this situation moving forward.

Thank you, and I look forward to your prompt resolution.

2 replies

ksn
Figmate
  • ksn
  • Community Support
  • 2056 replies
  • November 10, 2025

Hi ​@Product Leader Uhura - apologies for the confusion/unexpected charges. To start, I just want to note that I cannot assist with any billing or account related issues on the forum (for both privacy and security reasons). Our support team will need to assist via email in order to verify information before proceeding with any changes.

With that in mind, I did some redaction to remove the exact emails from your post, just to cover all bases.

 

You mentioned the following:

 

However, around three weeks ago, the system automatically assigned an additional FULL seat to the user oscar. I manually disabled it. Recently, another FULL seat was automatically assigned to laura.

…

This means Figma assigned additional FULL licenses without a manual request, manual approval, or administrative confirmation on our side. As a result, these unauthorized seats generated charges we did not approve.

 

I understand the concern with how the seats seem to have been granted without your knowledge. We do have a page that explains updates we made to our pricing, seats, and billing that I think may be helpful -- the section titled “Seat upgrade and approval flows” may clear some of this up. It’s possible that your admin settings were unintentionally set to “auto-approve seats” which is why you aren’t prompted to approve, and the seat is automatically granted.

However, this is just my initial thought. While I can’t speak on what exactly happened in your instance, I can confirm I was able to see that you have already filed a support ticket, and that I escalated it. Someone should be in touch soon.

Appreciate your patience in the meantime.

Product Leader Uhura

Thank you for your kind reply, I'll be waiting for the response.


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