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brookev88061315
Participant
October 6, 2026
Question

Express folder disappeared for me and another user; didn't delete

On Sept. 22, 2026, an Express folder in Your Stuff > Projects disappeared. A colleague and I both lost the folder. Neither of us deleted it.

To troubleshoot this on my end, I’ve:

  • Logged out of my account and back in again
  • Verified my account to make sure I’m signed in with the correct profile
  • Verified that the folder or files are not in the deleted area of Adobe (https://www.adobe.com/files/deleted)
  • Verified that the folder does not show up in Adobe Creative Cloud
  • Confirmed that the result is the same in Edge as it is in Chrome
  • Confirmed that others who’ve had access to these files can no longer access them

My company IT team can’t help. I’ve seen other posts similar to this, but I haven’t seen a clear solution. Can someone help?

    3 replies

    Rose DV
    Community Manager
    Rose DVCommunity Manager
    Community Manager
    October 6, 2026

    A small update - ​@brookev88061315 

    Since this involves content that may have been lost at the account level, the best next step is to reach Adobe Customer Care directly, as they have access to account and storage history that the community team doesn't.

    You can start a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen - just make sure pop-up blockers are disabled. If the chat window doesn't open or is non-responsive, try a different device. And if you don't see the chat option, you may need to accept all Adobe cookies first.

    When you connect, mention that you and a colleague both lost access to the same folder simultaneously on September 22, and that it doesn't appear in your deleted items.

    Rose

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    brookev88061315Author
    Participant
    October 7, 2026

    Thanks! I sent you a DM.

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      Rose DV
      Community Manager
      Rose DVCommunity Manager
      Community Manager
      October 6, 2026

      Hi ​@brookev88061315,

      Thanks for sharing all those troubleshooting steps - you've covered the main ones already. The fact that you and a colleague both lost access at the same time does make this more concerning, so I want to make sure we dig into it properly.

      A couple of quick questions before we escalate this to the right team:

      Is this on a business/team account or a personal Adobe account? And did anyone else have edit or owner access to that folder - like another colleague who may have archived or deleted it? (Checking adobe.com/files/deleted can only show items deleted from your own account, not items deleted by another collaborator with access.)

      In the meantime, please send your Adobe ID to us via DM so our team can look into the account history on the backend.

      Rose

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