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gianna_3755
Participant
May 8, 2025
Answered

Brand went missing

  • May 8, 2025
  • 2 replies
  • 335 views

Hello,

 

We had an emplooyee leave who was the master for our Brand folder which held many templantes for our agency. It is now gone. Any idea how to get it back??

 

Gianna

Correct answer chaimaa.7

Hello @gianna_3755, thanks for reaching out!

 

Based on the information we have, if your account is only deactivated (not permanently deleted), your assets should still be accessible to your organization. They remain in inactive storage, and other users with access should still be able to view and use them. However, if your account is scheduled for deactivation, the best practice is to move your brand(s) into a project before that happens. This helps transfer ownership and ensures continued access for the team, without needing to go through the asset reclamation process. If your account has already been deactivated and assets are no longer accessible, your admin can follow this process to reclaim them:
https://adobe.ly/3YBF7zw.

Let me know if you need help with any of these steps!

 

Best regards,

Chaimaa

2 replies

chaimaa.7
Community Manager
chaimaa.7Community ManagerCorrect answer
Community Manager
May 9, 2025

Hello @gianna_3755, thanks for reaching out!

 

Based on the information we have, if your account is only deactivated (not permanently deleted), your assets should still be accessible to your organization. They remain in inactive storage, and other users with access should still be able to view and use them. However, if your account is scheduled for deactivation, the best practice is to move your brand(s) into a project before that happens. This helps transfer ownership and ensures continued access for the team, without needing to go through the asset reclamation process. If your account has already been deactivated and assets are no longer accessible, your admin can follow this process to reclaim them:
https://adobe.ly/3YBF7zw.

Let me know if you need help with any of these steps!

 

Best regards,

Chaimaa

M
Community Manager
mahmoud_5524Community Manager
Community Manager
May 9, 2025

Hi @gianna_3755,

 

Thank you for reaching out. I’m sorry to hear that your Brand folder has gone missing — I understand how disruptive that can be, especially when it contains important templates for your agency.

When an employee who owns a Brand folder leaves, and their account is deactivated or removed, the content they owned may become inaccessible if it wasn’t previously shared or transferred.

To help recover the missing folder, please try the following:

  1. Check “Shared with You”: Go to the “Shared with you” section in Adobe Express to see if the Brand folder is still accessible under someone else’s sharing.

  2. Confirm Admin Status: If your organization uses Adobe for Teams or Enterprise, your account admin can go to the Admin Console to:

    • Reassign ownership of assets from the departed user.

    • Restore the user account temporarily to transfer content.

Let us know how it goes — we’re here to support you.

Best regards,


^MM

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