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Hello everyone, I would like to ask for your help,

I lost a project file of mine which is my school final project, but I lost the project, as far as I remember, I never deleted the file, it seems like this project file was permanently deleted


I still have the project link but when I click it says “We can’t find that one” and I also still have the prototype link of the project file, but it can’t be accessed.


So can you give a reason why the file was lost, and can I restore my file that has been permanently deleted? please help, I really need the file

Hey @Akhtar ,

If you have accidentally deleted a project, we recommend that you:



  1. Restore the deleted files (You will be able to restore the file by clicking on Trash and locating the file you want to restore. Right-click on the file and select Restore.)

  2. Create a new project in your team

  3. Move those files into the team


Warning: Permanently deleting a file will get rid of the file forever for everyone who has access to it. This action cannot be reversed.


Here’s a guide from our Help Center with more information on this: Delete and restore files.


If you are still not able to recover your files, please reach out directly to the support team with the URLs of your files so the team can try to locate them in our backend. Please fill out this form: here

I hope this helps!

Hello,


Same problem 30m ago … Can’t find the file so can’t restore it…

Hi there! Sorry to hear this is happening. I see in the backend that you’ve reached out to the support team. (Your ticket number is #1167185 for your reference).


I’ve escalated internally, please continue the conversation via email, and include the URL of your file so the team can investigate it further. Thank you!


Thanks for your patience in the meantime 🙏

Hi Celine,

Thank you for ur time.

I haven’t receive the email yet but when I’ll receive it, I’ll include the URL.

Hey @Margaux_B , you are welcome! Our support team has just replied and is waiting for your response.


Please also check your spam folder. (We replied to you via your email address m.xxxon@mexxxxxpe.com)

Celine, it seems I’ve not receive anything…

This looks odd, I can see the new message you have sent today in our backend. Our support team replied to your first message.


I’ve escalated to the internal team to send you back a reply with your new request (#1167410). Thanks for your patience in the meantime!

Hello Celine, it seems like my project team was deleted, where in the project team there is my very important project file, I have filled in the help center forum, I ask for a reply as soon as possible🙏🏻. Thank you Celine

Hey @Akhtar , sorry to hear you are also having issue. Our support team replied to you. Please continue the conversation through email for further assistance.


I’ve gone ahead to close the topic here. If others encounter a similar issue, please check the workarounds in this topic. Thank you!

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