URGENT: Ticket #1894596 open for 7+ days with no response. Need help.

Hey ​@Tristan Cox, thank for flagging this! 

I can see you support ticket (#1894596), and I’ve gone ahead and escalated it internally so the team can prioritise taking a closer look at the billing concerns you raised.

Our team is currently experiencing higher-than-usual support volume, which has unfortunately led to slower response times than we’d like, but someone from Support should be reaching out to you as soon as possible to help out and discuss next steps.

Really appreciate your patience in the meantime! 

Hi ​@Gayani_S  My issue here is going on 2 weeks. I have not heard anything back. As a paying Figma customer, its rather frustrating that there is no direct way to call, email or contact Figma support. Is this forum here really the only way to communicate issues and get them resolved by Figma?

Hi ​@Tristan Cox, Celyn here stepping in for Gayani. 

I took a look at your support ticket (#1894596) and can see that the team followed up with you on May 19 to confirm a few details.

It looks like they're waiting for a response from your side before they can continue investigating.

When you have a moment, could you check your inbox (including your spam or junk folder) and let me know whether you received their email?

Thanks!

Hi ​@Celyn_L , thanks for the response. I checked my email and have not received any email from  th Figma team asking for more information about my open ticket. The only email I received on May 19 was the auto email from this forum saying the I was mentioned in a post (from your post above). So...I have not received anything from “the team” so I can’t provide additional information. Can you please follow up and ask them to send another email directly to me?

Thanks so much!

Hi ​@Celyn_L I just discovered that there is another place in this forum that I would get direct messages from Figma. Why is this so hard? I see a message from the Figma support team, from Brian. He had some follow up questions, which I did not see. That was a week or 2 ago. He has since marked my incident SOLVED! Can you please reach out to Brian and have him reopen the ticket #1894596. His last contact had Assigned To: Brian. and ID: 1894596

Please reopen and have him contact me again. Thanks!

Hi ​@Tristan Cox, thanks for following up here, and I’m really sorry for the confusion around the missed message and the ticket being marked as solved.

I’ve gone ahead and created a new support ticket for you so the team can take another look — your new case number is #1943566. I’ve also included the context from your previous ticket (#1894596) so they have the full picture.

Someone from the team will be reaching out to you via the email address associated with your Figma account shortly, so please keep an eye on your inbox (and spam/junk folder just in case).

Appreciate your patience here while we get this sorted 🙏