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chy x
chy x
New Member
July 2, 2026
Solved

Unauthorized seat upgrade from Collab to Full without consent

  • July 2, 2026
  • 7 replies
  • 84 views

I'm reporting an unauthorized billing charge caused by an automatic seat upgrade.

On June 2, 2026, I subscribed to the Professional plan with 1 Collab seat on an annual billing cycle (JP¥5,940). After that, my Collab seat was automatically upgraded to a Full seat without any confirmation dialog or explicit consent. On July 2, 2026, I was charged JP¥25,740 as a "Billing Adjustment — Seat updates" (Invoice VTS2KVQG-0003).

Key facts:
- My team has only 1 member (myself).
- I never approved a seat upgrade.
- No clear warning or confirmation step was shown before the upgrade and charge.
- My Billing page shows 0 Monthly seats, yet a Monthly invoice was generated.
- An upcoming Monthly invoice for August 2 is also scheduled.

This appears to be the same issue reported here, where a seat upgrade was applied without owner consent and Figma processed a full refund:
https://forum.figma.com/report-a-problem-6/unauthorized-professional-plan-upgrade-triggered-by-shared-file-permissions-49821

I have already submitted a support ticket (#1993706) and sent a follow-up email requesting a full refund of the JP¥25,740 charge.

Could a community support member please help escalate my ticket? I would appreciate the same resolution as the case referenced above.

Best answer by Celyn_L

Hi ​@leyadames, thanks for reaching out. 

For you or anyone else who needs help with a billing-related issue, you can contact our Support team by submitting a ticket through our Support Hub. You can also contact Support from within Figma by selecting the question mark icon in the bottom-right corner of any page, then choosing Contact support.

Please let me know if you run into any issues while submitting your request!

7 replies

Gayani_S
Figmate
Gayani_S
Community Support
July 2, 2026

Hey ​@chy x, thanks for reaching out and for laying out the timeline and invoice details so clearly, that's really helpful.

I can see you've already got ticket #1993706 open for this, and that's exactly the right place for it to be reviewed. I'm not able to look into specific charges, invoices, or refund decisions here in the Forum. Our support team will follow up with you on your ticket once that review is complete.

In general terms, a Collab seat gives full access to FigJam and Figma Slides, plus view and comment access in Figma Design, but creating or editing a Figma Design file needs a Full seat. Depending on your seat approval settings, that kind of request can be approved and billed automatically rather than waiting for manual sign-off.

A couple of things worth checking on your end while you wait to hear back:

  • In Admin > Settings > Billing, you can set seat approval settings to Manually approve for each seat type, so any future upgrade needs your explicit confirmation before it's billed.
  • If you don't need the Full seat, you can move yourself back to a Collab seat anytime from Admin > People by selecting your current seat type — worth doing soon if you also want to avoid the upcoming August 2 charge.

This guide on additional charges in your Figma bill goes through this in more detail.

 

Someone from the team will be in touch with you soon!

reesebearden
reesebearden
New Member
July 10, 2026

I had this exact same thing happen to me. What’s going on with this? Am I really on the hook for paying this amount even though I never upgraded my seat? Why would figma do this?

djv
Figmate
djv
Community Support
July 10, 2026

Hi ​@reesebearden, thanks for reaching out! 

I completely understand your frustration. As ​@Gayani_S mentioned above, our team here on the forum isn’t able to assist with Billing issues, but it looks like support already helped you out on ticket #2009167. Please check your email inbox at your earliest convenience. 

If you have any further questions or concerns, please reply to support directly via email. 

catoro
catoro
New Member
September 7, 2026

This happened to me too, and I’m also shocked, like I don’t even dare to use it now until we’ve settled the matter. I do not want to pay for a full seat!

Celyn_L
Figmate
Celyn_L
Figmate
September 17, 2026

Hi ​@catoro, thanks for chiming in here.

I’m glad to see that our team was able to help resolve this through your support ticket, #2117625. If you need any further assistance, please reply directly to the ticket and the team will be happy to help.

leyadames
leyadames
New Member
September 17, 2026

Hello, I am having the exact problem. Can someone give me the customer support email, please?

Celyn_L
Figmate
Celyn_LAnswer
Figmate
September 17, 2026

Hi ​@leyadames, thanks for reaching out. 

For you or anyone else who needs help with a billing-related issue, you can contact our Support team by submitting a ticket through our Support Hub. You can also contact Support from within Figma by selecting the question mark icon in the bottom-right corner of any page, then choosing Contact support.

Please let me know if you run into any issues while submitting your request!

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