My account got hacked and I got kicked out - they changed the email address.
I tried recovering it through support, but now they’re not answering me and hasn’t answered for months. I don’t think that they believe that is was my account, but I have sent so much documentation that they never responded to… I really need help as a lot of my work and also personal information is in files on that account.
I’m really worried right now.
I’ve created a new Figma account, using the same, original email address from the stolen account… I still have access to the email and I’ve written support from said email… But it doesn’t seem to matter. English is not my first language, so sorry if I’ve written this a bit messy...
Please help… I’m getting desperate..
Kind regards Nadja
Someone locked my out of my account and support isn't answering
Hi
I'm not able to access account details from this public space, but I checked in with our Product Support team and they have responded to your case. If you haven't seen their reply, please check the inbox you originally contacted them from. Your case number is: 1901417. If you have any additional details to share, replying directly to that email thread will ensure you’re reaching the right team.
Appreciate your understanding here, and I hope this helps clarify how to move forward securely.
Hi Tom
Thank you so much for your reply.
The support team responded, but they stopped responding in the end of May. They kept saying that my answers wasn’t adding up with what they had on the account, but I don’t know what didn’t add up… I think it’s because I don’t understand the hierachy in Figma - and I never really thought about what I named stuff (projects, layers, pages?) I have ADHD so that’s not really my strenght…
I was in the middle of a move, so my PC was packed away (the one I created the account from), and I was using my laptop. But I got the PC from storage and sent screenshots of logins, URLs, history from the browser - everything I could find - all the way back from when I created the account. I also sent the original email from when I created the account. But they haven’t responded to any of it.
To be fair. I got really frustrated, because I thought it would be an easy fix, giving that I was writing from the email that created the account originally, but it was just never enough. I was going through a lot in life, and I didn’t handle it well, that after so many emails no one believed me, and they just kept asking me the same things over and over, while someone had access to not just my work, but also all my information… I don’t know when someone else gained access to the account, and they could have changed project names, shared the account etc..
But being that my personal information is in there, and I really need the account to be blocked untill someone looks at all the documentation I sent and can give it back to me.
I never got any email saying someone was trying to hack the account, I never shared my password, I don’t know how this happened. But I would really like to know how to secure the account, so that it doesn’t ever happen again..
kind regards, Nadja
Hi
I want to be straightforward with you: The verification process for account recovery is handled entirely by the Product Support team, and there are limits to what I can do from Figma Forum. For reference on what we're able to address here: Figma Forum Guidelines.
I'm not able to assist with account recovery from the this public space for privacy reasons — but I’ve shared your post with the Product Support so they have the full context. They last responded on May 22, 2026. If you have additional details to provide, you can continue your case (1901417) by replying directly to their last email.
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