Hi ​@gisele.tooma, thanks for reaching out about this!
 

I understand you have two Figma accounts and you're having trouble locating your file. That sounds frustrating, and sorry to hear you're going through that.

I see that you've already created a support ticket for this. Have you tried searching the trash, as suggested in the ticket reply?

We also recommend checking the  Drafts to move  section and then the “Deleted drafts” tab within that section.
Also, because you have access to several teams, please double-check these locations for each team by ​​​​​​ switching teams in your file browser  to make sure we've covered all bases.

• Trash
• Drafts

If you're still unable to find your file after trying the suggestions above, I recommend replying directly to your support ticket for further assistance.

When you reply, please include:

• A list of the locations you've searched so far.
• The file information you're looking for - the file URL(s), the name of the file(s).

You might be able to retrieve the URL from:

• Your web browser’s history.
• Any previous conversations where you might have shared the file with colleagues.
• The 'File > Recently Closed' menu if you're using the desktop app.

Thanks again for reaching out!

Note: For your privacy, we've removed those email addresses from your post.

Hello,

I was able to restore files for my first account but my second account the whole files are deleted. I can’t find them in trash and I don’t have the Drafts to Move option. I last downloaded a frame from the file on April 8, 2025 and I found a link the my history of the file on that same day but they are asking me to request access and Im sure I havent deleted the files.
Can you please help?

 

Where can I find the support ticket I sent as I included all details there, but Im not sure where to find it. Can you please help?

Hi ​@gisele.tooma 

Thanks for the update! I'm Toku from the Community Team, and I'm working with Junko3 on the same team. Let me get back to you.

I've checked our system, and it looks like the support team got back to you on May 2nd. The reply might have ended up in your spam or trash folder, so could you have a look there and reply to their email?

Hope that you can find it, but please don't hesitate to let us know if you're still having trouble locating the email.

Thanks,

Toku

Someone replied yesterday to me but I still need an answer,
My file is not part of a team and I had access to it last time on April 8 and when I entered on May 2 I didn’t find it and even in deleted folders. 

Hey Gisele,
I am working closely with Toku, and happy to help you!
Since you need further assistance, I’ve created a support ticket to follow-up on your request — your reference number is #1347268.

When you have a moment, please check your inbox and please reply directly with a link to the file or the file name, so our support team can assist your further. Thank you!

Can you please send the emails to this email: >redacted by forum admin/moderator to remove PII]
Thanks

Sure, thanks for the details! (Just a heads-up — I’ve removed your details here to protect your personal information.) I’ve passed this along to the agent — your follow-up ticket is #1345831. Please continue the conversation there for any further help. Thank you!

i havent received any email on  �redacted by forum admin/moderator to remove PII] , can you please resend

Hello! The support team send you a message today. Please also check your spam folder.

did they send it to this email  �redacted by forum admin/moderator to remove PII] as i cant see anything neither in inbox nor in spam

I see in the backend that you were able to reply to the support team. Please continue the conversation there. Thank you!