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Question

URGENT - I'd like to change my email address, but everytime I try I lose all of my files.

  • February 2, 2026
  • 3 replies
  • 21 views
Mia P

My account was originally associated with a Google Login to an email that I will be losing access to shortly. I went through the process of requesting a new password, changing my email, clicking the button that was sent to the new email address, and following the “instructions”  which was to just enter my new email/pw and log in...with no additional context????

After following these “instructions”  -- It appears I have created a brand new account, since none of the work from my original account has been transferred.

I tried again with a second email address. Same issue.

I just want to change my email without losing all of my files. Why is it not working?  Can someBODY (not a poorly developed AI Chat Bot) help me?
 

(also feel the need to note - everyone on this forum simply needs help from an actual human being. A customer support HUMAN. Someone who can take our issues - which are unique, and may not fall into these clear cut FAQ style ‘forums’ - AND ACTUALLY HELP US. The fact that doesn’t seem to be an option is so discriminative, embarrassing, lazy, and CHEAP coming from a billion dollar company. Do better.)

3 replies

J
Figmate
  • Junko3
  • Figmate
  • February 3, 2026

Hi ​@Mia P, 

 

I understand your concern regarding the new account that was inadvertently created while you were attempting to change your email.

 

It’s possible that this issue is related to how Google SSO handles account credentials.

Since your account has been managed by Google, simply changing the password may not automatically 'detach' it from their system, which might explain why a brand new account was created instead.

Could you please confirm if you’ve had a chance to follow these specific steps to disconnect Google SSO first?

If you’ve already tried these exact steps and it’s still not working, please let me know.

I will create a support ticket on your behalf so our team can look into your account details directly.

 

Thank you,

Mia P
  • Mia P
  • Author
  • New Member
  • February 3, 2026

As mentioned in my original post, I followed the instructions given and now have 3 accounts instead of the original one I was trying to transfer

J
Figmate
  • Junko3
  • Figmate
  • February 4, 2026

Thanks for checking the instructions linked in my previous comment and for confirming that you followed the steps to remove Google SSO but are still running into issues.


I’ll go ahead and create a support ticket on your behalf. One of our specialists will assist you directly via the ticket email once they’re ready!
Please continue the conversation directly with our team there.

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