URGENT: Multiple Agency Files Vanished (404 Error)

Hey ​@agencytheimpression, thanks for flagging this! 

I can see that our team is already investigating your ticket ( #1808627). I’ve also let them know you’ve followed up here on the forum so they can prioritise it accordingly.

You’re in the right hands, the team is actively looking into this and working to get this resolved as quickly as possible.

In the meantime, if there’s anything else you notice or any additional details you can share, feel free to follow up via email or drop them here. I’ll make sure it gets passed along.

Thank you, 

Gayani 

Thanks, ​@Gayani_S . This is quite urgent and critical on our end, so if you could prioritize it, it would really help us a lot.

Dear Figma Support Team,

I am writing to formally escalate this case regarding our missing project files and the unacceptable way this matter has been handled so far.

This issue has now been ongoing for several days, during which our team has provided file links, screenshots, screen recordings, account checks, team checks, and repeated clarifications. Despite that, we have continued to receive repetitive and contradictory responses rather than a competent technical resolution.

At various points, we were told this was:

• a team access issue,

• a pending invitation issue,

• a project visibility issue,

• a trash/restoration issue.

We followed every instruction provided. We checked all relevant accounts, including the supposed owner account and the account you identified as having trashed the files. We checked All Projects, Drafts, and Trash. The files are not visible anywhere. The direct links are inaccessible. Yet no meaningful recovery action has been taken, and no proper engineering escalation has been confirmed.

This is not just frustrating customer support. This is a serious failure in a cloud-based platform that we rely on for storing and accessing business-critical client assets. A service positioned as secure and dependable cannot simply lose visibility of core files and then repeatedly fail to retrieve them while sending the customer through the same loop of ineffective instructions.

What is most concerning is not only the disappearance of the files, but the lack of ownership in how this case has been managed. Your team has had ample evidence that this is not a normal permissions issue, and yet the responses kept circling around basic access steps that were already tested and disproven. That is not acceptable support for a critical production issue affecting active contracts and client deliverables.

At this stage, we require the following immediately:

1. Immediate escalation to a senior technical or engineering team member.

2. A clear written status update confirming exactly what happened to the files.

3. Confirmation of whether file recovery or backend restoration is possible.

4. A proper incident-level response rather than another generic troubleshooting reply.

5. A review of billing and appropriate compensation, given that paid upgrades were made during this process solely to troubleshoot an issue your support failed to resolve.

Please understand that this issue has already caused operational disruption, delayed deliverables, and serious damage to our confidence in your platform. If Figma cannot reliably preserve or recover business-critical files, then that raises a much larger concern about the trustworthiness of the service itself.

We expect a serious response from someone qualified to resolve this, not another repetition of steps we have already completed multiple times.

Regards,
The Impression
Request #1808627