Billing issue. Figma support not responding

Hi There.

I’ve met the same problem with the billing system, which was already described in this topic - Figma support not responding after 11 days

Short overview of my case:

  1. I’ve chosen the 17 GBP per month option when buying the first subscription.
  2. Cost has been changed behind my back to 117,60 GBP per month. And it couldn’t be charged. Because I use limits for service payments. This case is a good example of why.
  3. Subscription has been blocked, as has all my working projects.
  4. I’ve changed the number of seats to 1 again.
  5. Again insert the bank card info to induce the normal payment cost
  6. I’m getting one more invoice for 117,60 GBP instead of 17 GBP.

Question: Unfortunately, I can’t solve problems with the interface’s options. How can I get a invoice for 17 GBP or induce this action in my Personal account?

I’ve already created a ticket for Support. But it’s been silent for three days now. My work process is blocked. Community Support, Please, help!

Number of my ticket #1000850

Hey @Smirnov_Roman, apologies that you haven’t heard back from our support team yet. I do understand this is very frustrating and you would like this to be solved as soon as possible.

This usually happens because there are added seats outside the original annual agreement. We’re not equipped to handle billing issues here on the Forum for security & privacy reasons. However, I am going to escalate this with the team internally so someone should be in touch with you soon.

Our support team usually takes up to 24 hours to reply back to emails - tends to be quicker than that in normal circumstances. However, please be aware that we are facing increased contact volume that’s why we have a delay at the moment.

If you want to restrict someone’s access, you can downgrade them to a free Viewer-restricted seat. This will remove them from your future invoices, unless an admin explicitly upgrades them again.

  1. From the file browser, find your Professional team in the sidebar and click the Admin icon.
  2. Select the Members tab.
  3. From the dropdown menu next to someone’s Design or FigJam seat, change the seat type to Viewer-restricted.

You can find more information on our Help Center article.

Let me know if there is anything else I can help you with!