My project disappeared and shows as deleted

I had the same issue yesterday and I have the Pro account… :(  . I lost a client file that is driving me crazy! The support team solved your issue?

Hi ​@Gleb4ik, I’m really sorry no one reached to you sooner. I checked internally and you haven’t contacted our support team, were you able to locate your project in the meantime? 

If not do you happen to have the file link? If you ever shared or opened the file, you might be able to find it in:

• Your browser history
• Any messages or emails where you may have shared it
• The File > Recently Closed menu in the desktop app
• Did you collaborate with anyone else on the file? If so, they might still have access or a link.

With the file link I can investigate further. 

Apologies again for the delayed response! 

​@Gayani_S   I’m in a very difficult situation with the file that disappeared, as it belongs to a client of the company I work for. I never thought I would need to make local backups when using a cloud-based tool.

This issue with Figma, from what I can see, is a longstanding problem on the platform.

 

Hey ​@SmartLogix , I understand how worrying it can be to lose track of your file. 

To cover some grounds, please check if:

• The file is in your deleted folder (Open your drafts > click the deleted page). If so, right-click the file to restore it
• The file may have been moved by a teammate who was also on that file
• You’re logged into a Figma account that should have access to this file. You can switch accounts via the top-right and top-left corners of the file browser.

1. Could you confirm if these file was a draft?
For users on a Starter or Professional team drafts were moved into a team space. Please double-check the team picker in the side bar and see if you can locate all your teams there?

2. Can you also please check in the “Deleted” section of your “Drafts to Move” folder:

3. Do you happen to have any file links of those missing drafts?

You may be able to find the URL from:

• Your web browser’s history.
• Any past conversations where you might have shared the file with colleagues.
• The ‘File > Recently Closed’ menu if you are using the desktop app.

To better assist you with this issue providing the URL(s) of the missing drafts would be incredibly helpful for further investigation.

I appreciate your help! 

Hi ​@Gayani_S ,

I followed the guide Figma has published and searched everywhere — Recents, Drafts, Trash, inside all my folders, and even in the trash folder. I ran a search using each of the filters like "Created by..." and the file literally disappeared without leaving a single trace.

This is a nightmare!! Nothing like this ever happened to me with Sketch or XD.

The links I shared with my boss are:
 

FIGMA LINKS:

https://www.figma.com/design/CaJCUuXfeYl5ZKVjtMSf5m/SAVER?node-id=0-1&p=f&t=YmMX6Vx5y12bznqH-0

https://www.figma.com/design/CaJCUuXfeYl5ZKVjtMSf5m/SAVER?node-id=0-1&p=f&t=8yOzNwnxcOahZ5tZ-0
 

PROTO LINK:

https://www.figma.com/proto/CaJCUuXfeYl5ZKVjtMSf5m/SAVER?node-id=47-5046&t=8yOzNwnxcOahZ5tZ-0&scaling=min-zoom&content-scaling=fixed&page-id=0%3A1

QUESTION
Don’t you have any way to check on the back end what happened to my file? Don’t you keep any kind of history of this?

​@Gayani_S  Where can I pay for express or VIP support? From what I can see, Figma’s support is extremely slow, and the situation I’m in as a customer (who pays nearly $90 a month for my account) has me feeling desperate.

I opened Request #1381601 explaining that your system made one of my projects disappear (THE MOST IMPORTANT ONE AT THE MOMENT), and the response I received was simply to check the trash folder to recover it. My God — I honestly feel like I’m not interacting with real people.

I NEED A HUMAN to take ownership of my request, initiate a system-side investigation (check the file history or whatever it’s called), and verify whether my file still exists. Because from my side — the part users can access — IT’S COMPLETELY GONE.

I’m even willing to PAY for express support if that’s what it takes. This bug is putting a critical client relationship at serious risk.

Hey ​@SmartLogix, I want to start by saying I’m truly sorry for the stress and frustration this situation is causing you. I completely understand how serious this is, especially when a critical client file seems to have disappeared. We absolutely take this seriously, and I want to reassure you that we are real people behind these responses, even the response you received from our support team.
 

I reviewed your support ticket #1381601 and took a closer look at the file myself. From what I can see, the file named “SAVER” was originally stored in a project that has since been deleted. In this case, the only option is to restore or duplicate the file (if it hasn’t been permanently deleted) and move it into a different project to keep it safe.

You mentioned that you’re not seeing it in the Trash and I completely understand how concerning that is. I’m going to escalate this with our support team right away, as they’re better equipped to investigate on a deeper, system level and determine exactly what happened. Someone will be in touch with you shortly.
 

In the meantime, could you please try checking the Trash again? Make sure to:

• Set the "Created by" filter to "Anyone" instead of just "You"

• Confirm you're logged into the correct Figma account

• Have anyone else who had access to the file also check their Trash

I’m really sorry that we made you feel like not getting help for an urgent case. Please know we do everything we can to support you through this! 

 ​@Gayani_S  I appreciate your support...

Thanks for getting back to me and for taking this seriously. I apologize for the pressure — this issue has put me in a tough spot with a key client. If there’s any premium support option available, I’m more than willing to pay for it to help resolve this quickly.