All projects disappeared, account was reset to factory settings

Ask the community
1

Hi, help me to understand the problem.
I’ve been using Figma for 2 years and today I signed up for “FIGMA FOR EDUCATION” from this link Figma for Education | Free Tools for the Classroom.

Upon completion when I entered all the data, my FIGMA completely cleared, all drafts, working projects disappeared somewhere and they are nowhere to be found …

Even my saved plugins are gone…

Please help me to sort out this problem, how can I get back everything I had for 2 years of work with FIGMA?

P.s. I still have saved links to my projects where I was the creator and now I can not edit anything in them, I am now in my own projects observer

2

Seems like you just logged out from your account and logged in to another, the new and empty one

3

unfortunately no new account was created, the account is 100% the same as it was, I rechecked this option

4

Can you send the screenshot of share window of any file that you open, but can’t edit? What does it say, who’s the owner of the file?

5

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it’s the same account registered to the same email, but Figma shows them as different accounts(

6

Are you sure that e-mail is the same? Please, check it in account settings.
I don’t think it’s possible to have a two different accounts with a same e-mail address.

7

Hey @manager1goldjob, thank you for reaching out!
I’ve seen that you’ve been trying to contact our support team. I can create a follow up ticket if I am not able to help you out with your issue. So I’ve checked and found out that “manager1goldjob” is a starter plan. Can you DM me the email address of your education plan so I can check internally? Is that the same email address from “manager1goldjob”?

Thanks in advance.

1 Like
8

Gayani, good afternoon!
Can you please tell me how to send my email to you in direct mail?
I can’t find your mail and in your profile the way how to send you a message personally

p.s. I tried to send you my mail by reply under this topic, but moderation does not let the message through

9

thank you for your prompt feedback, my email when registering for the education plan is -xxxx

The mail of my Figma is the same - xxxxxx

10

Hey @manager1goldjob, thank you for confirming this.

I am quite unsure here, so I’ve created a support ticket on your behalf. Your ticket number is #1093743, for reference.

Our support team usually takes up to 24 hours to reply back to emails - tends to be quicker than that in normal circumstances. However, please be aware that we are facing increased contact volume so there might be a delay.

Also, I’ve removed the email address from your previous reply because it is a public reply.

Thank you,
Gayani

11

Are you sure that e-mail is the same?

12

After signing up for Figma for Education, your account was cleared, and all your drafts, projects, and saved plugins disappeared. Now, you only have observer access to your work. Contact Figma support immediately to resolve this and check if you’re logged into the correct account or workspace.

1 Like
13

@Gayani_S Can you tell me where I can see this ticket? (#1093743)
I tried searching in help.figma.com, but there are no such results there, no notifications came to my email either

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14

Hey @manager1goldjob, you should have gotten an email to the email address you’ve provided to me.
Can you please check your junk/spam folder as well please? Because I was the one who sent out the first initial email from support.