Figma Account Recovery

Hey ​@Mohit Malik, I understand you cannot log in to account under your college email address. Do you happen to have emails from your college 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 any important files in the account to your new account. For this process they’ll need to verify your ownership of the account.

Please let me know how you’d like to proceed! 
 

Hi ​@Gayani_S, thank you for the response. Are you from Figma support team??

My college mail id no longer exists so I can’t reset the password as I don’t have access to the mail being sent to my college mail id as it no longer exists.

I want to change my college mail id linked to my Figma account to my personal mail id without loosing the files within it so that in future there arises no issues like this.

Can you please guide how can I get access to my Figma account since I forgot the password and also don’t have access to my college mail id linked to my Figma account??

Thank you so much in advance, looking forward to any resolution around this!

Hey ​@Mohit Malik, thanks for clarifying! I am part of the Community support team.

I’ve gone ahead and created a support ticket on your behalf so the team can help you get this sorted. Your ticket number is #1687250 for reference. A member of our support team will reach out to you shortly.

They’ll guide you through verifying ownership of the account and will then be able to manually update the email address linked to your Figma account, so you won’t lose access to any of your files going forward.

Thank you for your patience in the meantime! 

Hi ​@Gayani_S, TYSM for the help. I also raised 1 ticket for this issue last week but I have not received any response around that. Can you please give an idea in how much time I can expect the response and resolution to my ticket that I raised last week??

Also, since my college mail id (linked to my Figma account) no longer exists and I do not have access to it. Where will I be contacted upon to verify my identity and to provide support around this issue?

I hope I will not loose my any old files that already exists in the Figma account linked to my college mail id that no longer exists, i.e., once the mail id of this Figma account changed from college mail id (old) to my personal mail id (new).

Again, TYSM for all of your help and guidance! Hoping to get this issue resolved soon and getting my access back to my account and the files.

Hey ​@Mohit Malik, thank you for following up! 

I’ve checked on this for you and can confirm that the tickets you submitted were merged (#1684384), and the team is actively processing your request now. I’m sorry for the delay in getting back to you, you should receive a response as soon as they complete the next step.

I can also see that you replied yesterday with an alternate email address (your new personal email). That’s the address the team will use to contact you for identity verification and next steps, so you don’t need access to the old college email for this. Once ownership of the account is verified, the team will update the email address on the account so you can log in again. From there, you’ll be able to access and move all of your existing files. You won’t lose any of your work as part of this process.

Thanks again for your patience, I know this is time-sensitive, and the team is working to get as quickly as possible! 

Hi ​@Gayani_S, TYSM for replying and providing all the valuable information and update. I have shared all the information as asked in the mail from the Figma team. Do I need to again provide all the information again as you mentioned I will be contacted upon the personal email id that I shared in the thread of the mail from Figma team.

Also, why and where do I need to move the already existing files of the Figma account once the email is updated to my personal mail? So, once the mail id is updated I can access the same Figma account with the new updated mail id.

Again, TYSM for all of your help as it really helped to speeden up the resolution process. 

Hey ​@Mohit Malik! No need to provide all the information again, I can see that your email address was successfully updated. You should now be able to access your account using the new email address.

Let me know if that works on your end! 

Hi ​@Gayani_S, TYSM for all the help. I am now able to access my account. TYSM for addressing this issue so promptly, it really means a lot to me.

You’re always welcome!