Unexpected AI Credits Charge (June 24 - July 24)

Question

I'm writing to dispute an unexpected charge on my account for AI Credits, billed for the period June 24 to July 24.

Here are the details of the issue:

1. I had already unsubscribed from the AI Credits add-on/feature in my Figma account settings.

2. My Professional plan includes 3,000 AI credits per month, and I did not exceed this limit during the billing period in question.

3. Despite this, a separate bill was generated for AI Credits usage, which I believe is an error.

Hi Team, I wanted to follow up on the Figma support issue. Even after emailing the Figma Support team, I haven't received any response, and no support ticket has been created to track the issue. It's been more than 48 hours.

I'm also seeing the message "Please pay the bill to keep your work unlocked" inside Figma. This is impacting our work, as it risks locking our design files and affecting ongoing business activities.

Could someone please help escalate this or advise on the next steps?

Gayani_S · Answer

Hey ​@Hari Prasad, thanks for reaching out!I wasn’t able to finda support ticket, so I've opened a new support ticket for you (Ticket #2037213)so our customer supportteam can take a proper look at your account, the June 24 – July 24 charge, and the message you're seeing about your work being locked. I can't look into account specifics here on the forum for security reasons, but you'll hear from us directly through that ticket.A couple of general resources in the meantime:For background on how AI Credits subscriptions and billing work: Manage AI creditsFor general info on outstanding invoices and payment retries (relevant to the "unlock" message): Pay for FigmaYou're also welcome to check the AI credits section and Invoices tab under your Admin tab any time to see the current status on your end.Someone from our team should be in touch with you soon, appreciate your patience in the meantime!

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