Hello,
I am posting here because we are facing an urgent billing and seat issue, and although we already have an active support ticket, we have not received a response for more than 3 days.
We are the Owner of our team(KIESRND), and this issue is now affecting our actual work.
Here is the problem:
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Our original seat setup was 2 Dev seats and 2 Full seats
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At some point, one Dev seat was unexpectedly changed to a Full seat
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As a result, we were billed based on an unintended seat structure
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During the process of trying to correct this, it also appears that an additional Dev seat may have been charged on a monthly basis
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We contacted Figma Support and received a reply saying that removing one Full seat could allow a refund
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However, after that reply, we have received no further response for over 3 days, despite already having an open support ticket
At this point, one seat is not usable as intended, and this is creating a serious disruption to our work.
What we need is:
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If possible, restore the affected Full seat back to a Dev seat
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If necessary, proceed with removing one Full seat as previously suggested by Support
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Review whether an unintended monthly Dev seat charge was added during the adjustment process, and refund it if applicable
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Help resolve this issue as soon as possible, since it is currently blocking our team’s work
To clarify, unlike some other forum posts, we already do have a support ticket, but the case has gone unanswered and the issue remains unresolved.
If anyone from the Figma team can help escalate this internally, we would greatly appreciate it.
Thank you.