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Hi there- I went to login to my paid Figma account and couldn’t remember my password since refreshing my cache, so I decided to login with my Gmail to save time. When I did, it briefly flashed me my existing account with my previous work, before then prompting me to create a new account entirely. I now seem to be locked out of my paid account using the same email. It’s like Figma created an entirely new account for me, using the same email, but now it’s the Starter Plan (free) and has none of my previous work. Help!

Hey ​@aca783 — thanks for reaching out, and I’m really sorry for the trouble accessing your account. I’m glad we got in touch here. 🙏🏻

 

I sent you an email just now with next steps to help get this sorted. When you have a moment, please check your inbox for a message with this case number: 1408890. That’ll connect you with the right team to take a closer look.

 

We’ll keep an eye out for your reply there. In the meantime, if anything else comes up, feel free to share here as well.

Thanks for getting back to me ​@Tom Reem . I’m not seeing an email though. Could you check that it’s to personal information redacted]?

Hey ​@aca783, thanks for letting me know, and sorry for the back-and-forth here. Yep, the email you provided is a match. It looks like there may have been an issue with the first message, but another team member reached out earlier today.

 

When you have a moment, can you check your inbox for a message tied to case 1409914 and reply there? That’ll help us keep everything in one place.

 

Appreciate your continued patience — and keep me posted if the email is still not showing up!

Thanks ​@Tom Reem I replied to your colleague Brian via email.

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