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D C
D C
New Member
July 16, 2026
Solved

Unexpected Professional charge on Starter team — tickets #2011279 and #2017458 unresolved

  • July 16, 2026
  • 3 replies
  • 101 views

Hello, I need help with an unresolved billing issue on D's Starter team.

I received a payment confirmation for invoice “hidden” for a recurring Professional subscription, but my team appears as Starter in Figma and I do not have any Cancel plan option.

I opened ticket #2011279 3 days ago and it is still Open with no staff reply, and I opened ticket #2017458 yesterday but it was marked Resolved without any email, comment, or resolution.

Both tickets are visible on my requests page, but neither gives me a way to move this forward.

Please review the unexpected charge and explain how this subscription can exist on a Starter team.

Best answer by Gayani_S

Hey ​@D C, thanks for reaching out! 

I've located ticket #2011279, and I'm escalating this today so someone from our support team can help you out. I can't look into account specifics here on the forum for security reasons, so this does need to go through your ticket, where support can actually verify the account and take action.

One quick clarification: ticket #2017458 has been merged into #2011279, which is why it shows as resolved. That's just how merged tickets display, not a sign the issue was closed out. Everything's consolidated under #2011279 now, so that's the one to watch for updates.

In the meantime, you can always check your team's current plan and invoice history yourself. Go to Admin, then the Billing tab, then Invoices. Our guide to managing payment and invoice details walks through what you'll see there.

The team should be in touch soon, appreciate your patience in the meantime! 

 

3 replies

Gayani_S
Figmate
Gayani_SAnswer
Community Support
July 16, 2026

Hey ​@D C, thanks for reaching out! 

I've located ticket #2011279, and I'm escalating this today so someone from our support team can help you out. I can't look into account specifics here on the forum for security reasons, so this does need to go through your ticket, where support can actually verify the account and take action.

One quick clarification: ticket #2017458 has been merged into #2011279, which is why it shows as resolved. That's just how merged tickets display, not a sign the issue was closed out. Everything's consolidated under #2011279 now, so that's the one to watch for updates.

In the meantime, you can always check your team's current plan and invoice history yourself. Go to Admin, then the Billing tab, then Invoices. Our guide to managing payment and invoice details walks through what you'll see there.

The team should be in touch soon, appreciate your patience in the meantime! 

 

    D C
    D CAuthor
    New Member
    July 16, 2026

    Thanks for the update ​@Gayani_S. I do not have any Billing tab or invoice history visible in Admin because the team shows as Starter on my side, not Professional.

    That is exactly why I reported this as an unexpected charge: I received invoice “hidden” for D's Starter team, but there is no Billing section and no Cancel plan option anywhere in my settings.

    If helpful, I can attach a screenshot of the visible settings page on the forum, but I will only share it if that is appropriate for a public post.

    Gayani_S
    Figmate
    Gayani_S
    Community Support
    July 23, 2026

    Hey ​@D C, thanks for hanging in there on this one!

    I can see that support noted on ticket #2011279 that after the cancellation was submitted, but before the downgrade to Starter took effect at the end of your billing period, a Collab seat on the team was upgraded to a Full seat. Seat upgrades are billed right away, prorated for the rest of the term, and at that point the team was still active on the Professional plan. That's what generated the invoice you saw.

    Apologies, I missed that you'd already explained this, since the downgrade to Starter has since gone through, that's exactly why the Billing tab and invoice history aren't showing in Admin on your side anymore, that view only appears on paid plans.

     

    Let me know if you have any other questions on this, happy to help out! 

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