An important file disappeared while I was working on it...

I’m on the Professional Plan, and I really hope someone can help me with this… :(

Hi ​@SmartLogix — thanks for reaching out, and I’m really sorry to hear about the trouble locating your file.

While we can’t access account-specific details here in the public forum, I can see that there’s already an open case with our Product Support team. I recommend keeping an eye on the inbox tied to your Figma account — a Support Specialist is actively looking into this and will follow up with next steps.

Hopefully that helps get things moving in the right direction! Feel free to check back in here if anything else comes up.

Thanks for the update ​@Tom Reem !
I’ll keep an eye on my inbox and wait to hear from the Support team

Please, try searching using this URL. The file disappeared right in front of my eyes. I really enjoy using Figma, but this incident definitely scares me because it could happen with other important documents.

Check this URL instead:

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

​@Tom Reem Where o how can I pay for express or VIP support here? 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 regarding a critical issue: your system caused one of my projects to disappear — the most important one I’m working on right now. The only response I received was an email suggesting I check the trash folder to recover it. Frankly, that reply felt automated and dismissive, and I’m beginning to question whether anyone has truly looked into the issue.

I urgently need a real person to take ownership of this request, initiate a system-level investigation (file history, logs, or similar), and confirm whether my project still exists. From the user side, it has completely vanished.

If necessary, I’m even willing to pay for priority support. This bug is putting an important client relationship at risk, and I really can’t afford any more delays.

Hey ​@SmartLogix, I’m so sorry about this frustrating experience. I’ve just caught up on this thread, including the updates from ​@Gayani_S while I was away.

I can see that our Support team is still actively looking into your case (1381601). The Product Support Specialist handling it will reach out as soon as there are any new updates to share.

Thanks for your patience — we’re here and keeping an eye on it.

Hi ​@Tom Reem, thank you for following up. I really appreciate you taking the time to catch up on the thread.

I’ll stay tuned for updates from the Support team.

Hi ​@SmartLogix — circling back after connecting with the team on your case. Good news: there’s been an update! Please check your email linked to case 1381601 for full details and next steps.

If anything else comes up, the best way to stay on track is to continue the conversation through that case — the team will be ready to support you there. 🙏🏻

Thank you for sticking with us, and we’re glad to be moving things forward. Reach out anytime if you need anything else — we’ve got you.

​@Tom Reem ​@Gayani_S  
My God… I want to cry!!! I have no words to thank you for this effort. You truly got me out of a huge problem by recovering my document. The best tech support ever!!!