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We had to migrate files across different accounts. The only way we found possible was to add the origin account as editor and transfer the files and ownership. Anything else resulted in losing edit privileges during the process.


A month later, we get a notice that we owe 15$.


During the interaction of adding another editor, we never got any feedback from Figma about that costing an extra 15$.


Now, we got a ticket about the issue but, as usual, it delays days to be handled (another drawback that needs to be addressed).


Last but not least, even the editor account that was paid for one year in advance is now locked.


This is not the best way you can do this. You need to provide feedback to the users when they come across an interaction implies an additional charge (yes, even if it’s somewhere documented). Instead of suspending editors, make the add editor interaction prepaid (like it normally is when you get the first editor), so that you don’t prevent paid editors from using the service, which is not a proper because those editors were paid.

I’ve had the same problem. I work as a freelancer and I share my projects for the outsiders to view only. Then suddenly I get a massive bill out of nowhere saying there are number of editors on my Figma account. I really don’t understand how this works! I’m the only Admin and I’m neither notified or have full control of how my paid plan is…? If this is due to lack of awareness then I would like to know how to prevent this in the future, if not then it’s kinda shady and I would have to reconsider using paid plan.


Hi Celine,


We (Curve Analytics) have just experienced this exact issue as described - Editor users ballooning because Figma lacks a robust upgrade approval process out of the box. It has cost us $15k - an over $10k increase vs. our usual billing.


Our Product Support response is completely unsatisfactory - telling us the bill is good and that we have to make do with the inflated user licenses for a year. The invoice - issued on Sunday - was the first we knew about it. We corrected user numbers on the Monday.


Please can you support in escalating this issue internally - we would like a refund. Per your Community note above, I see this is possible, but based on the Support email they are dragging their feet. We will 100% not be using Figma going forwards and be sharing our experience with clients and the design community if we cannot resolve this satisfactorily. Alternatively, Figma can make its approval processes more robust, issue us a new bill for the right number of users, and we can continue using and growing over time with Figma 🙂


Thanks,

James


Hey @Alicia_Dean ,

Sorry to hear you are still having issues with your billing. Unfortunately, we’re not equipped to handle billing issues here on the Forum (for both security and privacy reasons), but the support team can assist you. I saw in our backend that the support team replied to you. Please check your inbox, for your reference, your ticket number is: #919491. I have also escalated internally your feedback to the team. Thank you!


How is this still an issue?! Why can’t Figma sort out who is allowed to upgrade users? Unless an admin sits on the user activity window, there’s no way to manage a large org.


I cant belive this is happening spent the last 2 hours trying to work out why editors are able to give other users full access. Its nuts given the cost of Figma, only the accoutn admin sohuld be abel to do this


I can’t believe that this is still possible. Actually I can’t believe this has been possible at first place. It should be illegal.


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