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Question

Urgent: File inaccessible after account deletion (ownership transfer pending)

  • February 12, 2026
  • 6 replies
  • 60 views
TATYANA ZHEREBSOVA

Hello,

I am asking for assistance because I have been trying to resolve this issue with support for 4 days and the file is still inaccessible.

File details:

• File name: “Калькулятор | Заборница”
• Team ID: [redacted]
• Original owner: [redacted]
• Intended new owner: [redacted]
• Ownership transfer was initiated but not confirmed
• Account deletion occurred 2 days ago
• File is not visible in team Trash (Files or Projects)

I do not have a direct figma.com/file/ or figma.com/design/ link (file key).
The invite redirect no longer resolves to a file URL.

Support has mentioned that recovery requires a file key, but since the deletion happened very recently and ownership transfer logs should exist, I am hoping there is still an internal way to confirm whether the file exists in retention storage.

This is a production-critical business project.

If anyone from the Figma team can assist with escalation or internal review, I would greatly appreciate it.

Thank you.

6 replies

ksn
Figmate
  • ksn
  • Community Support
  • February 13, 2026

Hi ​@TATYANA ZHEREBSOVA — I completely understand that this is urgent.

For privacy and security reasons, any issues related to accounts, teams, or files need to be handled directly by our Support team over email.

I can see that you already have an active ticket open (#1745348), and one of our agents has reached out to gather a bit more information from you. If you haven’t received that email, please let me know.

Thank you so much for your patience and understanding.

TATYANA ZHEREBSOVA

Hi @ksn,

I have not received any email or follow-up from a specialist regarding ticket #1745348.

The situation is extremely critical.
This file is business-essential and has been inaccessible for 5 days.🙏

Please escalate this ticket to a senior support engineer immediately.

Could you please confirm:

• Whether the file still exists in retention storage
• Whether ownership transfer logs exist
• Whether recovery from internal backups is possible

 

Thank you.

ksn
Figmate
  • ksn
  • Community Support
  • February 13, 2026

​@TATYANA ZHEREBSOVA Apologies, but for privacy and security reasons, I’m not able to confirm the requested information here in the forum. Additional verification is required, and that can only be completed through our support team via email.

Your case was previously escalated, and a response was sent about three hours ago (around 2:10 PM PST). Could you please check your spam or junk folder in case it was filtered there?

If you’re still unable to find the email, please let me know.

TATYANA ZHEREBSOVA

I have not received any email or follow-up from a specialist regarding ticket #1745348.

ksn
Figmate
  • ksn
  • Community Support
  • February 13, 2026

Thank you - I’m checking in with our support team. In the meantime, can you PM me the email address you expected the response to go to? And also, if you have one, and alternative email address we can use to contact you?

It looks like it went to the same email attached to your forum account, but I just want to cover all bases.

ksn
Figmate
  • ksn
  • Community Support
  • February 16, 2026

Hey ​@TATYANA ZHEREBSOVA - just tagging you hear to let you know I sent you another PM and also an email.

Please PM me again if you still have issues, and we can continue the conversation there. Thank you and appreciate your flexibility.

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