Support did not respond after more than 5 emails

Ask the community
1

Hi everyone!

Just wanted to share my experience. I have been charged for 4 seats on my account. These accounts were added as editors and I have been charged instead of $18 - $72. Which is ridiculous as I am the only one that uses the account - which is why I have been paying every month, for the last year, $18 for a Professional plan. I have sent multiple emails regarding this and asking for a refund, however support is still not responding. It’s been 2 weeks.

Why are there no emails being sent on changes in the plans or that all of a sudden there is a change in payment for multiple seats? Instead we are charged automatically.

Let me know what you guys think and if there is anyone who Is having the same issues as me.

Thanks!

3

Hi there! Sorry for the delay in our response. I see that you are an ongoing conversation with the support team. I let you continue the conversation via email to solve your issue.

For visibility here, as a good practice, if these are more editors (a paid, Full seat) than you expected, you can downgrade unneeded design or FigJam users to the Viewer-Restricted role.

You can do this and manage all current users by following these steps:

  1. Select the admin console next to your team name on the left side of the file browser
  2. Navigate to the Members tab of your team page
  3. Set the Design role and FigJam role filters to Full to display all billed users
  4. Downgrade any Full seat to Viewer - Restricted to remove that user from billing

Here are a few resources where you can learn about managing seats and team permissions. Additionally, I recommend having an admin set up email notifications to receive an alert when a full seat is upgraded, as well. You can see more about notifications here. Hope this helps!

1 Like
4

Hi Celine,

I saw the message and answered in email. Thank you for getting back to me and explaining, I really appreciate that!

However I still don’t understand why I am not being sent an email or any notification that there are more editors and that my plan changes? Do I need to check every day to make sure I am not overcharged?

I have also requested a refund for the previous month as I was not informed that I would be charged that amount.

Thank you again for getting back to me so quickly, looking forward to hearing from you!

5

You are welcome! You need to set up emails notifications to receive an alert when a full seat (paid editor) is upgraded. You can follow the steps here: https://help.figma.com/hc/en-us/articles/15506350302615-Get-notified-when-people-upgrade-to-a-paid-seat