Unexpected billing issue of bugs

Hi there,

I appreciate your detailed feedback and understand the frustration you must have felt regarding the unexpected charges.

First, I’m glad to hear that our support team has already processed your refund. To prevent Viewers from upgrading to paid Editor seats, you can downgrade them to “Viewer-restricted” and even set “Viewer-restricted” as your team’s default. This way, you can share files freely without unexpected charges. Additionally, I want to reassure you that you have the ability to review and adjust seat assignments if there have been any additions over the last month.

Regarding your feedback about the user experience when managing seats, I want you to know that we take such concerns seriously. Our team is continuously working on improving our product and your input is invaluable in helping us understand where we can do better.

Thank you for your understanding.
Toku

Hi y_toku,

Thank you for your reply. The Figma Support team has processed very efficiently in this case. Much appreciated!.

In addition, to help Figma product team better understand this case. I can provide more details of the flow.

First of all, I have shared the file in the new team to 7 people, and they are all viewer access. None of them upgraded themselves.

The bugs appeared first time I applied for 1 seat of Figma Editor Access of a new team. The interface automatically showed and ticked 1 editor seat & 47 FigJam seats. I guess it’s related to some history file sharing access. I had no idea why 47 FigJam seats appeared though because I did’t create any FigJam Files for a long time. Therefore, I untick all 47 FigJam seats one by one.

The payment wasn’t charged successfully the first time, and then I went through this process again unticking 47 FigJam seats one by one because there were no batch deletion. It was very frustrating.

I used the account of 1 Editor seat for the first month quite smoothy, cost $15. However on the second months when the bill came. I found that the seats adding up to 3 editor seats and 47 FigJam Seats again without any operation.

I think there must be a flaw in the flow in the case. Please revise the flow and fix it.

1. Revise the flow of history file access and new subscription, confirm with users if they still want to keep the old access of files transferred from other teams
2. Add batch deletion of default account displayed when user apply for subscription
3. Revise the flow of 1st month subscription and the subscription of the following month

Hope it won’t happen again.

Many thanks,
Jie

Thank you so much for sharing the details. We will share this behavior internally. We really appreciate it.

Toku