Billing Issue: Unexplained Charges and Unresponsive Support

Ask the community
1

Hello,

I paid for an annual plan but have been charged extra for the last three months. I didn’t sign up for anything new.

I’ve been waiting since last week for a reply, but now my ticket shows an error saying the page can’t be found. Is anything working? Will I keep getting billed without notice and without getting answers?

2

Hi there,

sorry to hear about the unexpected charges. I’ve created a case for you to connect with our support team, and someone will reach out to you once they’re ready.

In the meantime, let me explain why you might receive a separate monthly bill, even if you’re on an annual plan.

If you add new paid seats to your team during an annual subscription, Figma will charge you a separate monthly subscription for those seats.

  • When you begin or renew an annual subscription, you purchase a set number of paid seats for the year.
  • When you add extra paid seats throughout your annual subscription term, we’ll charge you a monthly subscription for just those seats. This helps you manage the cost of Figma if you have a portion of users who only need to pay for Figma for a short time.

You can also downgrade users to a free seat at any time during your billing cycle. Here’s how you can do it for the Pro plan. I’ll include a link for the Org/Ent plan as well.

  1. From the file browser, click Admin.
  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.

I hope that helps.

Thanks for your patience.
Toku