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Brian Shaw
Brian Shaw
New Member
September 28, 2026
Solved

Three days and still no reply.

Three days and I’m STILL waiting for a response to my support ticket.

I changed my account from Pro to Free, and suddenly ALL of my client work disappeared. Years of design work — GONE. My account is showing ZERO files.

No warning. No clear explanation. No access to years of work.

This isn’t a minor inconvenience. These are client projects and years of professional work.

Three days without a proper response from customer support is unacceptable.

Customer support… really?!

 

    Celyn_L
    Celyn_LSolution
    Figmate
    September 29, 2026

    Hi ​@Brian Shaw, Celyn from the Figma Community Support team here. Thanks for reaching out.

    I’m sorry you’ve had to wait for an update, especially with something this important.

    I’ve located your support ticket, #2152967, and I’ve escalated it internally to make sure it gets the visibility and attention it needs. The team will take a closer look at what’s happened and follow up with you directly through your ticket as soon as they are able.

    Thank you for your patience while the team looks into this for you 🙏

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    1 reply

    Celyn_L
    Figmate
    Celyn_LSolution
    Figmate
    September 29, 2026

    Hi ​@Brian Shaw, Celyn from the Figma Community Support team here. Thanks for reaching out.

    I’m sorry you’ve had to wait for an update, especially with something this important.

    I’ve located your support ticket, #2152967, and I’ve escalated it internally to make sure it gets the visibility and attention it needs. The team will take a closer look at what’s happened and follow up with you directly through your ticket as soon as they are able.

    Thank you for your patience while the team looks into this for you 🙏

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