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Figma has been distant from users lately, and while I understand that they’re expanding their scope, the contact support button has become completely unresponsive.

 

Here’s what happened:

 

I transferred ownership of a file in a project from User A to User B, since B would now be managing it. B then removed A from the sharing settings and restricted access to invited users only.

 

However, A still had access to the file and, assuming it was no longer needed, moved it to the trash. B was shocked to find the file was no longer accessible. When A tried to recover it from their trash, it wasn’t there. B also couldn’t find it in their trash.

 

Now the file is gone — not visible in either A’s or B’s trash, and inaccessible to both. The question is: where is the file now?

And I am here is community is because As i mentioned The contact support button doesn’t work.
BTW although this ask seems chilled, I am losing my mind on where the file is because i have a deadline to meet.

Hey ​@Ajaya_Bajracharya, thank you for taking the time to reach out here on the Forum, especially when you’ve been running into issues with the support contact button. I’m really sorry that it wasn’t working when you needed it most. We really appreciate you turning to the community so we can help.

To make sure you get support as quickly as possible, I’ve gone ahead and created a ticket on your behalf, your reference number is #1463767. I’ve also escalated it internally to the relevant team so they can investigate this with urgency.

 

Just to clarify, is this about a single file, or are there multiple files missing from that project?

 

In the meantime, if either User A or B has any links to the file (even if the file is no longer accessible), that would be really helpful for the team. These links might still be found in:

  • Browser history

  • Past messages or emails where the file may have been shared

  • The File > Recently Closed section if the desktop app was being used

Once you have any of those links, please reply directly to the support email you’ve received and include them. That will help us locate the file and figure out exactly what happened.
 

Also, if you’re able, could you share a quick screen recording of what happens when you click the Contact Support button? I’d like to investigate that issue as well.

 

Thanks again for your patience, and for bringing this to our attention.

Hey ​@Gayani_S ,

Thanks for taking the time to look into this.

I use the Figma app, not the browser, so I don't have a browser history to check.

Regarding the other files, there are multiple files created by User A that were ownership transferred to User B. I'm hesitant to test deleting or trashing any files from User A's side right now, as I'm worried about losing more work, similar to what happened with the first file. For now, I won't be testing that.

Also, it's very frustrating that the "Contact Support" button isn't working on a Teams plan.

Hi ​@Ajaya_Bajracharya, thanks for following up and apologies for the delayed response! 

To investigate further, the team does need the file URL. Since you’re using the desktop app, could you check with User B to see if they can find the URL in their browser history or inbox? 

I agree it’s best not to test with any important files. If you do have a test file, that could help us understand the behaviour, but it’s entirely optional. 

Also, if possible, a quick screen recording of what happens when you click the Contact Support button would help the team pinpoint why it’s not working for you.

 

Thank you, 

Gayani 

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