Hey @Sarine Sofair, thanks for reaching out!
I can see your support ticket #2146130 and I’ve made sure it's escalated and prioritised on our end. Someone from our team should be in touch with you shortly.
I can't dig into your account specifics here on the forum for security and privacy reasons, but I do want to share some context on what might be going on while you wait.
This isn't expected behaviour, but here's a pattern that can happen. If a new email address hasn't been fully linked to an existing account yet, using it to request access to a file, instead of logging in with your original account, can sometimes end up creating a brand new account rather than connecting to the one you already have. That may fit with what you're seeing, where your new email feels like it's on its own seat rather than added to your original account.
A couple of things worth checking on your end in the meantime:
- Look for two separate Figma welcome or confirmation emails. One likely tied to your original account, one to the new address. That's usually a sign two accounts exist.
- Try logging in with your original email (using "Forgot password" if needed) to confirm your files are still sitting there safe.
- Hold off on creating any further accounts with the new email for now, since that can make sorting out which account owns what a bit trickier.
Confirming which account is which and restoring your edit access needs to happen securely through your ticket rather than here on the forum, so you should hear from support there directly now that it's been escalated.
While you wait, this article walks through how email changes are meant to work, which might help clarify things: Manage email address or password.
Really sorry again for the frustration this has caused, we'll follow up on your support ticket and get you sorted.
