Missing all files

Hey @Luciana_Papazian , thanks for reaching out to the community!
I understand how stressful it can be to see a file disappear but I’m certain that we can find a solution to find it!

Can you please check if:

• You are logged into the right account to view it? You can switch accounts via the top-right and top-left corners of the file browser.
• The file may have been moved by a teammate who was also on that file – please check with your teammate if you are able to.

If you still haven’t found it, please reach out directly to the support team with the URL of your missing file(s) so they can take a closer look at what might be happening: here. (You can search for the link in your browser’s history, or ask collaborators who may have it.) Please also make sure to use your Figma email account when you reach out to the support team.

Please let us know how that goes, thanks!

Hi, @Celina_figma. I’ve checked those things you suggest but I have no results. I will reach the Support team as you suggested with the links I have of the projects, but I only have the URL of the prototype, you think that that would help?

Thanks for letting me know! Yes, the best would be to reach out to the support team to have a deeper look at it. The URL of the prototype would help to investigate!

They answer me, but since I have an Starter Account they’ve told me that they cannot help me 😦

Hey @Luciana_Papazian , sorry for the late reply! I am currently investigating the issue in our backend. In the meantime, I’ve connected you directly to the support team via email (luxxxxxxxxxxxxn@gxxxl.com). For your reference, your ticket number is 1068056.
Please share in the email the URL of the missing link, and any screenshot (such as an error message you might have encountered, so the support team can investigate it further.) Thank you!