URGENT: No response to many tickets I have sent this last week and locked out

Question

Hi team,We've been with Figma for many years and truly value the partnership, so we're hoping you can help us get this sorted quickly.  We have sent 3 other tickets this last week attempting to resolve this with no response.  Our account is currently locked for non-payment, and we have an issue with the invoice. There is an added charge of $120 for 10,000 AI credits that we never signed up for and haven't used. We'd like that removed before we settle up.Here's what we're asking:1. Please remove the $120 AI credits charge, since it wasn't something we opted into or used.  Please remove for the future as well.  2. Please unlock our account today so our team can keep working.3. If possible, we'd appreciate a short grace period (about a week) to submit the corrected payment. We can have it resolved later this week, and no later than next Wednesday.As soon as that AI credits charge is off the invoice, we're ready to pay soon.  We'd appreciate a reply today so we can close this out together. Is there someone who can action the account unlock and the billing correction on your end?Thank you so much for your help. 🙏

Gayani_S · Answer

Hey ​@Angela Anderson, thanks for reaching out, and I'm sorry for the wait here!I can see your case under Ticket #2144650,our customer support team's been working through a higher-than-usual volume of requests recently, which is what caused this delay. I’ve escalated this internally, so someone from ourteam will reach out directly on that thread to look into the charge and your account status.Since unlocking an account and adjusting an invoice both require verifying account details, I'm not able to action or confirm any of that here in the forum.But a couple of resources might help in the meantime:Manage payment and invoice details,covers how invoices, payment methods, and billing contacts work on your plan.How AI credits work,breaks down how AI credit usage is tracked and calculated, in case you want to look into that charge from your side while you wait.I've also made sure your note about the Wednesday timeline is visible on the ticket so the team has that context.Thank you for your patience in the meantime!

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