Lost access to my previous Figma account (urgent)

​@Tom Reem  ​@Celine_ 

Hi ​@olgakhramenko - I understand the urgency in needing to access your work. To start, I must emphasize that the moderation team here on the forum is not, and cannot, make any changes to accounts via the forum. This is for both privacy and security reasons.

Since your projects are housed under a Figma account you can no longer access, you’ll need to have someone on our support team assist you via email.

I do see that one of our agents, Nancy, sent a message to you. This was recent (actually right before I’m posting this response).

Can you please check to see if you did not receive that reply?

​@ksn

I’ve already answered Nancy to Identity Verification process questions.

Waiting for reply

Thanks

No problem!  Thanks for confirming.

​hi @ksn 

Yesterday I made Identity Verification process.

Is it possible to provide approximate reply time?

thanks

Just catching up here ​@olgakhramenko — thanks so much for your patience while this gets sorted out. I don’t have access to share account-specific details here, but I can confirm your case is still under review with our Product Support team.

I’ve flagged your message here to make sure they’re aware of your followup, and they’ll be in touch via email with next steps as soon as possible. Please keep an eye on your inbox for updates — your case number is: 1554977.

​@Tom Reem thanks, waiting

You need to contact Figma Support directly to recover your account. Go to Figma Support , select “Account Access Issues,” and provide details like your previous email, username, and any account information. Explain that you no longer have access to your email and cannot receive the login code. Figma Support can then help you verify your identity and transfer your account or files to a new email.

Hi ​@donixo 

Thanks for your reply.

I’ve answered the identification questions, but some of my responses might not be completely accurate since I don’t remember certain details—like the exact date or month of account creation and the precise file names—because it was quite a long time ago.

I sent my answers on Friday evening and have been waiting for Figma Support’s reply since then. I really hope it works out, because if not, it would be a disaster.

​@ksn ​@Tom Reem 

Hi everyone,

After the recent Figma update, I was automatically logged out of my account. When I tried to log back in, the process had changed and required an access code sent to my email — which I no longer have access to.

I contacted Support, but was told that I needed a paid plan to even get help. That was shocking, but I upgraded and wrote again. Then I received an automated message asking me to complete identity verification, which I did on Friday evening. It’s now Monday, and I’ve been told to wait another 1–2 business days — so I’ll be waiting around four days in total without access to my files.

I also want to mention that back in August, I tried to change my email because I already knew this might become a problem. There was a bug in Figma that didn’t let me complete the change, and Support at that time just suggested using an incognito window. I didn’t have time to fix it then — and now, after the update, I’ve lost the account completely.

I understand this situation is partly my responsibility, but it’s really disappointing that I had to pay to even ask for help, and that the process is so slow and unclear. I’m currently looking for a job, and my portfolio file is in that account — this is a huge problem for me.

I truly hope Support can solve this soon. This experience has been extremely stressful and discouraging.

Best,

Olga

​@Tom Reem ​@ksn 

Update:

At this point, it honestly feels like Figma is making a joke out of me.
I’ve been trying to restore my account for four days, and I’ve done everything Support asked — I even paid for a plan just to be able to contact Support.

They told me to reach out to my previous company because my account was linked to their domain.
I did that — the company reactivated my old email. But now, I still can’t get the verification code from Figma, even though emails from other senders arrive normally.

This is completely absurd. I’ve spent money, time, and energy, and I’m still locked out of my own files.
All my important work is in that account — I need this resolved immediately.

— Olga

Update:

the issue is solved, thanks!

Hi ​@olgakhramenko — just catching up here, and I want to apologize for keeping you waiting. Thank you for keeping us in the loop and for your patience while this was being sorted out. I completely understand how stressful it must’ve been to lose access, and I’m really glad to hear things are now resolved.

I’ll be passing your experience along to the appropriate teams so we can continue improving on our side. Thanks again for sticking with us through this — and please don’t hesitate to reach out if anything else comes up.