Critical Issue – Missing Figma Files

Hello,

Thank you for your response and for creating support ticket #1828855.

I would like to reiterate that I am the creator of the mentioned file and I did not delete it. Therefore, I believe there may have been an error.

I await the team's detailed analysis and your feedback to resolve this issue, as it concerns an urgent project.

Thank you in advance for your attention and support.

Sincerely,
Israel Manuel

Hello,

I hope you are well.

I am facing a problem with files in Figma that have been under development for some time. Upon accessing the platform this morning, I found that the files have completely disappeared.

I have checked the following areas:

Drafts
Deleted Items
Trash

However, none of these options contain the files in question.

I would like to urgently request your support in locating or recovering these files, as they are part of a project being developed by the development team and will be presented to the client next Thursday.

Additionally, I would like to point out that this is the second time this same file has disappeared, which increases concerns about data integrity.

I await your reply as soon as possible.

Best regards, Israel Manuel

​@Junko3 

Hello, how are you?

The problem has happened again.

Hey ​@Israel Manuel, I’m stepping in on behalf of ​@Junko3  to help here.

First, a few quick things to check:

• Check trash:  If you have edit access- go to Trash, right-click the file, and select Restore
• Different team or workspace: If you’re part of multiple teams, each one has its own trash. The file might be under a different team.
• Moved by a teammate: If others had access, it’s possible the file was moved to another project or team.
• Account check: Make sure you’re logged into the correct Figma account (you can switch accounts from the file browser)

A couple of other edge cases to keep in mind:

• If the team was deleted, its files won’t show in trash, you’ll need to restore the deleted team to get access to your files and projects again.
• If a project was deleted, the files go to trash individually (you can duplicate them back to drafts).
• If the file was permanently deleted, it won’t appear in trash anymore.
   

You can also check out this Help Center article for more details on deleting and restoring files: https://help.figma.com/hc/en-us/articles/360047512294-Delete-and-restore-files#h_01JC492NHZX2Z9VXK7JY2N0GKY, 
 

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

If you can share the file link, I’m happy to dig into this with you! 

Hello! ​@Gayani_S 

I've already checked all the mentioned recommendations (trash, other teams, correct account, possible transactions, etc.),

but unfortunately the file still doesn't appear.

I'm available to discuss other alternatives.

File link: https://www.figma.com/design/LQy4uh3WvlGNZeNllBnBM9/Impressa-Nacional?node-id=0-1&t=7cnCK8HV9tjGSdxG-1

Hey ​@Israel Manuel, thanks for sharing the file link! 

I can see that the the file has been deleted. It was originally located in the team “Pro figma | UI design 2023.”

Since trash is managed at the team level, you’ll want to check the Trash for that specific team. You can do this from the sidebar in the file browser, if you’re part of multiple teams, each one has its own separate Trash. From there, you should be able to see deleted files and restore them. 

Hope this helps! 

Hello, ​@Gayani_S   thank you for your support.

I want to clarify that I did not delete the file, and this content is used exclusively by me, without access by third parties.

Furthermore, this is not the first time this file has disappeared, which leads me to believe that there may be some technical problem or unexpected behavior on the platform.

I have already checked the recommended steps, including the device's recycle bin, but without success in recovering the file.

We would appreciate it if you could help us investigate this case further.

Hey ​@Israel Manuel, from what I can see on our end, the file was deleted by your account. Figma doesn’t automatically delete files on its own, so this type of action is always tied to a user action.

That said, I hear your concern about unexpected behavior, especially since this isn’t the first time you’ve experienced it. You have the option to reach out to our support team take a closer look at your specific case to rule out anything unusual. They might be able to share best practices to help prevent this going forward.

You can reach them here: https://help.figma.com/hc/en-us/requests/new. 

Thank you, 

Gayani 

​@Gayani_S 

I checked the recycle bin and found other files, but the file I'm waiting for isn't there.

This situation seems similar to the previous one. If possible, I kindly ask that you check with the responsible team to better understand what might have happened.

​@Gayani_S  You can check it here in the image.