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Lost file

  • December 1, 2025
  • 2 replies
  • 38 views
DesignersagencyX

The figma support doesnt reply and ignores on this type of ticket even I am a premium user. 

This is really unprofessional and unfair for customers not getting any support. I have been messaging everyday for reply but no response I opened new ticket they just change the status to resolved. 



Brian Sherry

Hello,
 
Thanks for the follow-up.
 
My apologies for not having addressed that link from the Fig chat. That URL links to your team titled AgencyX Global's team, but it is not a URL link for a specific file.
 
Can you provide please the URL for the file link that isn't opening? 
 
Looking forward to assisting further,

Brian
Product Support Specialist

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Best answer by Celine_

Hi ​@DesignersagencyX , Celine from Figma here!
Thank you for your patience, and I’m really sorry for the frustration this situation has caused and the delays. I took a look on our side and I can confirm that your support ticket hasn’t been ignored. It was escalated internally, and a member of our support team has replied today with an update and next steps.

Good news: from what I can see, the team was able to restore your file and they’re currently waiting for your response so they can continue assisting you! Could you please check your inbox (including spam/junk), and reply directly to the email from support?

(Just as a note, for billing or account-specific issues, we’re not able to handle these requests directly here in the Forum for privacy and security reasons.)

If you need anything else, replying to your existing ticket is the fastest way for the team to keep helping you. Thank you again for your patience while this gets sorted. 🙏🏼

2 replies

Celine_
Figmate
  • Celine_
  • Community Support
  • Answer
  • December 1, 2025

Hi ​@DesignersagencyX , Celine from Figma here!
Thank you for your patience, and I’m really sorry for the frustration this situation has caused and the delays. I took a look on our side and I can confirm that your support ticket hasn’t been ignored. It was escalated internally, and a member of our support team has replied today with an update and next steps.

Good news: from what I can see, the team was able to restore your file and they’re currently waiting for your response so they can continue assisting you! Could you please check your inbox (including spam/junk), and reply directly to the email from support?

(Just as a note, for billing or account-specific issues, we’re not able to handle these requests directly here in the Forum for privacy and security reasons.)

If you need anything else, replying to your existing ticket is the fastest way for the team to keep helping you. Thank you again for your patience while this gets sorted. 🙏🏼

Echezona_Oji
  • Echezona_Oji
  • New Member
  • December 4, 2025

nice!

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