File recovery request – account no longer accessible

Hi ​@Carolina Torres,

I understand you've lost access to a file because the internship email account it was associated with has been deactivated.

While we can't directly transfer the file to your personal account, we can help by manually updating the email address associated with your previous account.

I'll go ahead and create a new support request for this, incorporating the information from your previous ticket and all the details you've provided here.

Please note that due to the importance of account security, we handle all account detail changes very carefully. This means we need to review your request thoroughly, and we can't guarantee that every request will be approved. We appreciate your understanding.
 

Thanks,

Hello, I have the same issue as Carolina, I’ve used my university email and it just expired, now I don’t have lost a lot of working files. May I know if you can help update my email address associated with the files as well? I really hope it gets resolved, as most of them are very important files that I am currently working on. I appreciate any help. Thank you.

Hey ​@Kimsiang Lim! I hear you, I understand your frustration to suddenly lose access to important files because your university email expired.
Do you happen to have emails from your old email address forwarded to the new email address? If so, I recommend to reset your password so that you can surpass the Google single sign on login to access your Figma account, and then update your email address as needed.

If your emails are not forwarded, I can create a support ticket on your behalf. What support can do is start the process to manually update your Figma account email address. ​​After the change of the email address of the account, you can log in, and move the files in the account to your new account. For this process they’ll need to verify your ownership of the account.

Let me know how to process! 

Thank you for replying ​@Gayani_S I cannot access my university account, it says it’s been disabled. Can you help create a support ticket for me?

I actually can recover my university email and successfully changed the email attached to my files now. Thank you so much!

Hey ​@Kimsiang Lim, apologies for the delayed response! No worries at all and thank you for the update! I’m glad to hear you were able to change the email address.