Hi @Cavidan,
I understand that you may have accidentally deleted your account and need help recovering access to your Figma account and important design work.
I checked our backend and saw that you’ve already submitted a support ticket regarding this issue (ticket #1507783).
It looks like one of our support specialists has already responded — however, it seems the email may have failed to deliver to one of the addresses we have on file for your Figma account.
I’ll follow up with the specialist handling your case and ask them to resend the email to the address ending in .com.
Once you receive it, please continue the conversation directly with them through that ticket thread.
If you don’t hear back within a few days regarding ticket, feel free to send me a PM with an active email address we can use to contact you.
Just so you know, for security and privacy reasons, we’re unable to handle specific account issues here in the Forum.
Also, for your privacy, we’ve removed the email addresses from your post.
Thanks,
I haven't received a message in my email yet, how long should I wait?
Hey @Cavidan - our support team goes through as quickly as they can, and I see actually that you may have already been in touch with Ren on our support team.
If this is not the case, can you let me know?
We have lost the correspondence with Ribon, could we please continue through you instead? We have been using Figma for many years despite the existence of Adobe XD, and we kindly ask for your assistance in this matter. Nothing is permanently deleted from the server instantly — we only need copies of the projects, not the account itself.
I can also provide you with the links to the projects, however, at the moment when trying to access them, they return a 404 error.
The three projects we need from within the account are:
We kindly request you to provide us with these projects.
Hey @Cavidan - I’m sorry that this has been taking so long. I can confirm that your case was/is actively being worked on, so we haven’t forgotten about you.
There is some info (including security checks) that have to be reviewed before any changes can be made. Unfortunately, I cannot do any actions that would affect your accounts/teams/files through the forum. This is to protect your personal information from being exposed publicly.
Someone should be reaching out once the review has been completed. In the meantime, I sincerely appreciate your patience. I know it’s not been ideal so far, but I can promise you that we’re working on getting you some answers as quickly as possible.
My clients are waiting for projects from me, so I kindly ask you to get back to me as soon as possible. Every day I am suffering financial losses. I still have the links to the projects from the deleted Figma account, and I kindly request that you provide me with a duplicate of those links or an alternative version available through another link.
Hey @Cavidan - I’m sorry that this has been taking so long. I can confirm that your case was/is actively being worked on, so we haven’t forgotten about you.
There is some info (including security checks) that have to be reviewed before any changes can be made. Unfortunately, I cannot do any actions that would affect your accounts/teams/files through the forum. This is to protect your personal information from being exposed publicly.
Someone should be reaching out once the review has been completed. In the meantime, I sincerely appreciate your patience. I know it’s not been ideal so far, but I can promise you that we’re working on getting you some answers as quickly as possible.
Please keep me informed about the progress. I have not received any email. Please have an official employee who is handling this matter get back to me at my email address, [redacted]
@ksn Please keep me informed about the progress. I have not received any email. Please have an official employee who is handling this matter get back to me at my email address, [redacted]
@Junko3 Please keep me informed about the progress. I have not received any email. Please have an official employee who is handling this matter get back to me at my email address, [redacted]
Hi @Cavidan - just stepping in for Junko right now. The only information I can confirm here on the forum is that your ticket is still actively being worked on by our support team. Beyond that, we cannot disclose any other details.
Also one note: moving forward, please do not post your email address in forum replies. We want to protect your personal account information from being picked up maliciously. I have redacted your email address from your recent posts.
@ksn @Junko3 Does it take so long to process a case? Your employee can just look it up on the server and make a refund, so why are you prolonging the procedure unnecessarily?
@Cavidan On our end, we (meaning community moderators here on the forum) don’t know the specifics on how the process runs to give you an answer to why your potential refund is being held up.
All we know is that in situations like yours, there are very, very strict security requirements our support team has to go through in order to make any changes. I hope you can understand that from an information safety perspective.
I know it’s been an overall negative experience for you, and I wish I could do more on my end to alleviate this. Unfortunately, beyond what I’ve previously mentioned, there is nothing else the rest of us on the community forum end can do.
Pease continue your conversation via your active support ticket with any future concerns or feedback.
@ksn @Junko3 No official person contacts me via email. They can write to my email but they don't.
