Figma Login Issue

Hey ​@Meenakshi Sisodiya, thanks for reaching out! 

It sounds like you might have two separate Figma accounts, a personal one on the Starter plan and a work one that's been added to your company's team. 

To help me point you in the right direction, could you share a bit more detail:

1. Which email address were you added under? Was it your company email or a personal one? And which email are you currently logged into Figma with?
2. Did you receive an invite email? After being added, Figma sends an invite to the email your admin used. Check your inbox (and spam) for an email from no-reply@figma.com you'd need to click Accept to formally join the team.
3. What do you see when you log in? Do you land straight on your personal Starter space with no sign of the company team, or do you see an error message of some kind?
4. Does your company use single sign-on (SSO)? Some organisations set up Figma to log in through a company portal (like Okta or Google Workspace). If that's the case, logging in directly at figma.com with your email and password might not work,  you'd need to go through your company's SSO link instead.

These answers will help us figure out exactly where the disconnect is. In the meantime, Accept invitations has a good overview of how joining a team works once you've been added.

1. My email was previously @maersk.com and it got changed after I had begin my FTE role to @lns.maersk.com. I was previously using Figma under the old email. Asap my email changed, I am not able to see my old files/ company’s Figma space. It shows me a blank free new Figma under new email id.
2. I reached out to admins to change my email, they did, I received an email as well. After I click on it it shows me two types of errors.

   

   So because of this I am not able to join the company’s space. And after Ive logged in from the email it shows free version.
    

   

   3. This is what I see when I login from the app. It’s my company’s email ID but it's a free version of Figma. I see errors when I click and join company’s Figma space.
   4. Yes, we do use SSO.
       

[emails and image redacted by forum moderator to remove PII]

1. I’ve lost access after my FTE onboarding, as my email was updated from @company.com to @lns.company.com. When my email changed, I cannot see files from my old account.
2. I reached out to the admins in my team. They downgraded my old ID and upgraded my new one. I received and invite but I am still not able to login to my company’s space. When I click on Join Organisation I land into a page with ‘logging in with SAML SSO’. But I see an error which is - Session expired or Invalid. When I try to login from my old ID, I see other error - 

   “The email change from meenakshi.sisodiya@company.com to meenakshi.sisodiya@lns.company.com failed because the email is associated with an existing Figma account. If you own this email, please reach out to Figma support for help." 

3. I see these errors when I login from my IDs on safari/explorer. When I login from the app I see a free version of Figma with no files under my company’s ID.

4. Yes they use SSO 

[ email redacted by forum moderator to remove PII]

Hey @Meenakshi Sisodiya, sorry for the slow response here. I appreciate your patience.

Thanks for sharing all of that detail, it really helps. I can see you've already been in touch with our support team (Ticket #1962113), could you check your inbox for a message from us around last Thursday? There should be an open ticket with more information, and the best next step is to reply directly to that email thread so the team can keep working on this for you.

Thank you, 

Gayani