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Urgent Billing Issue – Incorrect Annual Seat Charges After Seat Reduction Request

  • May 15, 2026
  • 5 replies
  • 46 views
韩立文

Hi Figma team,

We previously contacted support to request reducing our annual seats from 12 to 4 before renewal, and also reported an unintended developer monthly seat charge.

However, we have not received any response yet.

Today, we received a new invoice that still includes:

  • 12 annual seats
  • 1 developer monthly seat

This is incorrect, as we only require 4 annual seats.

We have already replied to the billing support email thread with our account and organization details, but we would appreciate if someone from the billing/support team could help escalate and review this issue as soon as possible.

Ticket already submitted via support email.

Thank you.
 

Best answer by 韩立文

​@Celine_ 
 

Thank you very much for the help and support throughout this process.

The issue has now been resolved successfully. We really appreciate the team’s assistance and timely follow-up.

Thanks again!

This topic has been closed for replies.

5 replies

韩立文
  • 韩立文
  • Author
  • New Member
  • May 15, 2026

We contacted support on May 9 and still have not received a response

Celine_
Figmate
  • Celine_
  • Community Support
  • May 15, 2026

Hey ​@韩立文 , Celine from Figma here, thanks for following up and for sharing the additional context!
I was able to see your support tickets from 9 May (#1892390), and 3 another from today (#1904409, #1904694, #1904375). Your tickets have been merged to  #1904375, and I can confirm it has now been assigned to an agent.

The team is currently investigating the billing discrepancy you mentioned. They should follow up with you directly via email soon once they’ve reviewed the details. Thanks again for your patience in the meantime! 🙏🏼

韩立文
  • 韩立文
  • Author
  • New Member
  • May 15, 2026

​@Celine_  

Thanks for the update and for escalating the issue.

We really appreciate the help. Since the incorrect invoice is scheduled to be charged soon, this matter is quite urgent for us. We would be very grateful if the billing team could review and resolve the issue before the payment is processed to avoid incorrect charges.

Thank you again.

韩立文
  • 韩立文
  • Author
  • New Member
  • Answer
  • May 15, 2026

​@Celine_ 
 

Thank you very much for the help and support throughout this process.

The issue has now been resolved successfully. We really appreciate the team’s assistance and timely follow-up.

Thanks again!

    Celine_
    Figmate
    • Celine_
    • Community Support
    • May 15, 2026

    Glad to hear it's been resolved! 🎉 Thanks for letting me know.
    I'll go ahead and close this thread here, thank you! 

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