I am reaching out to report an issue with accessing one of my Figma files. I have not deleted or moved this file, and approximately 2 to 3 months have passed since I last accessed it. At that time, I verified that it opened without any problems.
Recently, when I attempted to open the file, I received the following error message:
“Hmm, we couldn’t find that one. This file may have been deleted, moved, or made unavailable. Try reaching out to the file owner.”
I am logged in with my email address, [email address redacted by Community Support team as it is considered PII], and I am confident that I am using the correct account. This is a significant concern as the file contains crucial work.
Could you kindly look into this issue and assist me in recovering the file or clarifying its current status?
Thank you for your support, and I look forward to your prompt response.
Hi there! Sorry to hear you are having issue to access your file.
I see your support ticket in the backend, and I have escalated internally (the support ticket number is #1167214) for further investigation.
In the meantime, please also check if the file is in your Trash (or from the folder of the File Owner).
You will be able to restore the file by clicking on Trash and locating the file you want to restore. Right-click on the file and select Restore.
To see all available files that can be restored, please make sure that you also set the “Created by” filter to “anyone” rather than “you.” You, and anyone else who had access to edit that file should be able to find it and restore it this way.
Thank you so much for suggesting the solution; it helped me recover the Figma file by changing the filter in the trash from ‘you’ to ‘anyone.’ I’m truly grateful and wish you nothing but great things ahead.
By the way, I’m the owner of the file and didn’t delete it myself. I had only given others ‘can view’ permissions. Do you have any idea why this might have happened?
Also, I realized that the access permission, which was originally set to “only invited people,” has changed to “anyone.” Could these issues be related?
Finally, I noticed that although I am the owner of this file, it has a warning icon next to its name, and when I hover over it, I see a message saying “from a project outside this team.” However, I only have one team currently, so I’m unsure why this message appears. Additionally, while other deleted files give me options like restore, duplicate to drafts, or delete permanently, the problematic file only shows the option to duplicate to drafts. Could you explain why this is happening? Also, does this mean that the original URL cannot be used anymore?
Hey again!
Hmm from your additional details, I am not sure on my end that you’ve restored it well the file. As you received this message “from a project outside this team.”, it means that you are not the owner of the folder or team where the file is located in. (but you only have permissions on the file)
As a workaround, please ask the team owner to restore the file on your behalf to make sure that your file is restored to its original location (that project).
It may be possible you are only able to duplicate the file to the drafts folder in your own team here.
In order to investigate further the root cause of it, and make sure that your file is well-restored, please continue the conversation directly with our support team so they can investigate further your permission right with the URL of your file (you can ask directly via your support ticket you’ve sent by email). Thank you!
