Someone locked my out of my account and support isn't answering

Hi ​@Nadja Bendix, welcome to Figma Forum, and thank you for reaching out here. I understand how stressful this situation is, and I want to make sure your case gets the attention it needs.

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 ​@Nadja Bendix, thank you for the update, and I'm sorry this has been such a difficult process.

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.

Hi Tom, 

What do I do when nobody gets back to me from support? 
No one has replied to any of my emails since May 22th and I have sent several with additional documentation proving ownership. I really need my account back and it has been months now...
 

Kind regards, Nadja

Hey Nadja, Celine from the Figma Community Support team here, stepping in alongside Tom! 👋

I'm sorry to hear you haven't received a response since May 22nd. I completely understand how frustrating this must be after months of waiting.

I checked internally and couldn't see any recent replies from you to the support team. Could you try replying directly to the last email you received from support on May 22nd? Your case #1901417 will reopen automatically when you reply.

If you're unsure which email address you used to reach out, feel free to send me a DM and I can look into it on my end. And if you're still having trouble getting through, please let me know and I can help get you connected with the team again. 

Hey Celine

I re-sent the email twice over the last months, still no reply… I did reply directly, so I don’t understand why no-one is getting any of the emails I’m sending.. I don’t know what else to do - it has been almost half a year and I still don’t have access to my account. 

Kind regards, Nadja