Skip to main content
Question

URGENT: IMMEDIATE Action Required on Billing Error - Unauthorized Seat Charges Must Be Cancelled

  • December 9, 2025
  • 2 replies
  • 139 views
로밀리

 

I am the Owner of the [이바바바] team. I must re-escalate the billing issue reported two days ago (Dec 7th). Your lack of response has turned this into a severe crisis.

The original problem was critical; the new development is catastrophic:

  • CURRENT INVOICE PROBLEM: We are incorrectly charged for 3 seats (2 unauthorized: "dev" and "collab"), when only ONE is required.

  • SYSTEMIC FAILURE CONFIRMED: I have confirmed that the same unauthorized charges for "dev" and "collab" have ALREADY BEEN ADDED TO OUR NEXT MONTH’S BILLING/SUBSCRIPTION.

This is not a one-time error; it is a systemic flaw that is continuously adding unauthorized seats and causing recurring financial harm. We CANNOT pay for this incorrect subscription structure.

🔥 PROJECT IS AT IMMINENT RISK OF SHUTDOWN (Maximum Urgency)

Your failure to address the current invoice, combined with the confirmation of a recurring error, means the system is set up to repeatedly overcharge and fail payment, ensuring the suspension of our team [이바바바]. This is an immediate threat to our business operations.

MANDATORY ACTIONS REQUIRED (Top Priority):

We require your immediate intervention to fix the root cause and ensure project continuity:

  1. Cancel All Unauthorized Charges: Immediately cancel the charges for "dev" and "collab" on BOTH the current and next month's pending invoices/subscriptions.

  2. Provide Revised Invoice: Immediately send a corrected, revised invoice for the current cycle, reflecting only the single authorized seat charge.

  3. FIX ROOT CAUSE: Assign an engineer immediately to investigate and permanently fix the system flaw that is automatically adding seats without Owner approval.

This must be resolved today. Please reply within the hour to confirm an urgent ticket has been created and assigned to a Billing Specialist.

Thank you.

 

 

2 replies

로밀리
  • 로밀리
  • Author
  • New Member
  • December 6, 2025

Dear Figma Support Team,

I am writing to address a significant billing discrepancy on our latest invoice,

I am the Owner of the project/team [이바바바]. The current invoice reflects charges for three seats, but I have only authorized and require one seat (mine). The invoice includes an unexpected charge for two additional users.

Details of the Issue and Request:

  1. Unauthorized Change: I confirm that I did not manually change or approve the addition of these two extra seats.

  2. Users Affected: The seats that were unexpectedly added are registered under the accounts "dev" and "collab".

  3. Action Requested: I request that you immediately cancel the charges for the two unauthorized seats ("dev" and "collab") on this invoice. The final invoice should only reflect charges for a single authorized seat (mine).

This is a recurring issue, as I experienced a similar problem with unauthorized charges previously. Due to these past billing errors, I intentionally made sure my primary bank card was not linked to this account.

I urge your team to promptly investigate why these seats were automatically added without owner approval and to revise the invoice immediately before payment is processed.

Please confirm the cancellation of the two unauthorized charges and provide the updated invoice as soon as possible.

Thank you for your immediate attention to this critical matter.

ksn
Figmate
  • ksn
  • Community Support
  • December 9, 2025

Hey ​@로밀리  - first, apologies for the communication delays you are experiencing. I understand that this has been delaying your projects as well has causing billing issues. I’ll make sure to review and provide further guidance.

 

First: can you PM me the email address you originally used when you reached out to support? I took a look using the email your Figma community account is registered under, but I don’t see any recent ticket submissions from it.

 

To protect your personal information, we are not able to assist with any billing changes directly on the forum (refunds requests, payment method changes, etc). We can, however, get you connected to our support team directly, so that they can help with any potential subscriptions/seat changes/refunds.

 

I will PM you shortly with more information. Please be on the lookout for it.

 

-------

EDIT: I noticed when I reviewed your community profile that you likely were referring to your forum post 3 days ago, and not a filed help ticket. I’ve merged that post into this one to keep things streamlined. Sorry for the confusion on my part. You should still see both an email and message via PM come through.

    Terms & ConditionsCookie settingsAccessibility statement