How does it work when you request a refund but figma support doesn’t respond?

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I have paid for the annual professional team plan starting this July. However, I need to pay for 1 person, but now 2 people have paid, so I would like to receive a refund for 1 person.

I made an inquiry about this, but there was no response, so I asked the community.

Can I cancel my subscription and receive a full refund to pay for one person again?

Or can only one person receive a refund out of the amount paid?

Hi there! Sorry to hear you are having issues with your billing.
I saw in our backend that you have filled out a ticket (#1062302). I have escalated internally.
Thanks for your patience in the meantime :pray:

Update: the support team replied to you. Please check your inbox!