Urgent Billing Issue: Accidental Addition of Seats to Wrong Account

Question

I'm reaching out here to see if a moderator or team member can help escalate a time-sensitive billing ticket before our upcoming renewal. Ticket #2050844 We still haven’t received a response so we are reaching out here to see if we can get urgent help.

Yesterday, August 4, we accidentally added 9 seats to this account, realized the error, and removed them immediately. Those 9 users were added to our other active Figma account where they belong. Our upcoming invoice is showing billing adjustments that charge us for these 9 seats on this account, even though they were immediately removed and moved elsewhere.

Since these seats were added in error and removed within minutes, we are hoping support can adjust the pending invoice so we aren't charged double across both accounts.

If anyone on the support team can help flag or review our ticket before our renewal goes through, that would be great. Thank you.

Gayani_S · Accepted Answer

Hey ​@Jeff Minnichbach, thanks for reaching out!I can see two support tickets came in on this,#2052840 from yesterday and #2050844 from today.So I've made sure they're linked together for our team, and I've flagged this internally. Someone from our customer support team will follow up with you directly there.Since this involves account-specific billing details, I'm not able to get into invoice specifics here on the forum.For security and privacy reasons, that kind of review stays within your ticket rather than a public thread. In the meantime, a couple of things that might help:On the Professional plan, seats added mid-term are billed on your next invoice, prorated from when they were added.Removing or reassigning a seat doesn't automatically apply a credit back to that charge. Any adjustment like that needs to be reviewed and applied by our team, which is exactly what's happening now with your tickets.You can check your current seat count and upcoming invoice any time from the Billing tab under Admin, if you'd like to keep an eye on things while you wait.For more on how this works day-to-day, Manage billing on the Professional plan is a good overview.Hope this helps, let me know if you have any further questions!

Jeff Minnichbach · Answer

Thank you, ​@Gayani_S.Yes, we understand how additional seats are billed. Although because this was accidental, and seats were removed right away and we purchased the same amount of seats on the other account, we are hoping it can be reversed as soon as possible.

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