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Question

File missing after Move to Drafts — can a Figma Specialist open a recovery ticket?

  • January 14, 2026
  • 7 replies
  • 38 views
Eesa

Hey Figma team — hoping you can help get this in front of someone who can actually investigate/restore.

We moved a file (“SecondWave Documents”) out of our team project into Drafts, and immediately afterward the link started showing: “Hmm, we couldn’t find that one… deleted, moved, or made unavailable.” Now it’s inaccessible for everyone who should have access, and we can’t locate it anywhere (Recents, Drafts, Search, Trash/Deleted, other teams/workspaces).

File link: https://www.figma.com/design/ViUZaBqZnVjj8tGkC8xeEW/SecondWave-Documents?t=tLiBtoEIQz21baua-0
Workspace/Team: SW Files
Affected users: [redacted customer PII - DJV 14 Jan 2026]

This file is a core SOP/docs hub for our business, so this is blocking us.

Request: Can a Figma Support Specialist please open/escalate this as a recovery case (backend lookup by file ID) and tell us:

  1. Was the file deleted, moved to another org/team, or made unavailable due to permissions?

  2. Is it recoverable, and what’s the latest recoverable version/time?

  3. We’re currently on the Starter plan — can this be investigated/recovered on Starter, or do we need to upgrade for recovery support? (We were about to upgrade, but this issue has paused that decision until we know the fastest path to restoration.)

Screenshots available if needed. Thanks,
Eesa

7 replies

djv
Figmate
  • djv
  • Community Support
  • January 14, 2026

Hi ​@Eesa, thanks for reaching out and providing the file link!

From what I can see on the backend, this file was Trashed by you earlier today, and it was actually within Eesa Ansari's team, not SW Files. 

Before I create a ticket to connect you with support, do you want to try checking your Trash to restore the file?
 

To restore the file:

  1. From the file browser, click Trash and locate the file you want to restore.
  2. Right-click on the file and select Restore.

 

If you don’t see it there, please let me know, and I can help get you connected with support. 

Eesa
  • Eesa
  • Author
  • New Member
  • January 15, 2026

Hello yes, I already checked Trash and it’s not there (I also tried searching while in Trash and nothing is coming up), so I’m unable to restore it from my side.

If possible, can you go ahead and create the ticket to connect me with Support to recover the file?

Appreciate you,

 

Eesa

 

djv
Figmate
  • djv
  • Community Support
  • January 15, 2026

Thanks for confirming, ​@Eesa! 

I’ve created ticket #1688917 on your behalf to connect you with support. They will review and be in touch soon. 

    Eesa
    • Eesa
    • Author
    • New Member
    • January 15, 2026

    Thank you, where can I expect a response? 

    djv
    Figmate
    • djv
    • Community Support
    • January 15, 2026

    Hi ​@Eesa, thanks for following up! 

    I escalated the ticket on your behalf, and someone on the team is reviewing it right now. You should hear back from support very soon. 

    Eesa
    • Eesa
    • Author
    • New Member
    • January 15, 2026

    Thanks for escalating. Quick update: the response I got after escalation still didn’t match what I described.

    We already checked Trash (including “Created by: Anyone”) on both accounts. The file isn’t there, and it wasn’t “deleted forever.” It was a draft in our team and then disappeared.

    Can someone who can actually see the backend file history confirm the file’s last known location + whether it’s recoverable, and share what action/event removed it?

    djv
    Figmate
    • djv
    • Community Support
    • January 15, 2026

    Hi ​@Eesa, thanks for following up about this! 

    As I mentioned previously, the file was in Eesa Ansari's team, not SW Files. To ensure you’re checking the correct Trash, be sure that you’ve selected Eesa Ansari’s team in your file browser before looking into your Trash. You can do this by clicking the down caret to the right of the Team that you are currently within then select Eesa Ansari’s team from the Teams listed.

     

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