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Gracie36001390ggiw
Participant
March 11, 2024
Question

I lost all of my files

  • March 11, 2024
  • 4 replies
  • 2561 views

My express updated and now all of my files are gone. I'm having a hard time getting a hold of anyone at Adobe to see if I can get them back. Did this happen to anyone else?

    4 replies

    Q
    quirky_nature7635
    Participant
    August 7, 2025

    I have lost all of my files as well using the web app for Adobe Express. I have a paid account on my phone (iOS app), but when I log in on my laptop using the same username, my account does not reflect that I have a paid account and all of my files are gone. Please advise.

    M
    Community Manager
    mahmoud_5524Community Manager
    Community Manager
    August 7, 2025

    Hi @quirky_nature7635,

     

    Thank you for reaching out, and sorry to hear about the issue with missing files and account status discrepancies between your iOS app and web app.

    This sounds like a possible sync or login issue. Please try the following steps:

    • Ensure you are logged in with the same Adobe ID/email on both devices.

    • Log out and log back in on the web app.

    • Clear your browser cache or try using a different browser or incognito mode.

    If the problem persists, please share your Adobe ID and details with us via DM or contact Adobe Support directly here: 


    ^MM

    J
    Jessica25221035drd0
    Participant
    August 7, 2025

    I've been dealing with this same issue for 6 weeks now and I can tell you that the above steps did not resolve the issue for me. My IT team was told to give this a try, so we did a remote session together to make sure all the i's were dotted and t's were crossed. No files reappeared. They're all still gone. And we haven't been able to get any more assistance from Adobe. I've painstakingly recreated all of my templates. It sucks and no one is helping. 

    J
    Jessica25221035drd0
    Participant
    June 24, 2025

    Same here! I had access last Tuesday morning, then suddenly got kicked out of my entire account. Our admin added me back on, but when I logged back into my account, all of my express files were gone. I was prompted to "move my files" and got confirmation that they had all been moved. But yet... no files. Tried looking in deleted... no files. How could this happen?

      B
      Bryan29862899r5pn
      Participant
      April 19, 2025

      I lost a bunch of files as well. What the hell? This is nuts.

      Glenn 8675309
      Glenn 8675309
      Legend
      April 20, 2025

      A
      Autumn35257375qpah
      Participant
      June 11, 2025

      The problem is that the right side of the screen is blank. I can find my files on https://www.adobe.com/files/ , but within Adobe Express (web version), none of them show up. I'm logged in with the correct account and I tried this with two different browsers. Seems to be a new bug. 

        W
        William242719619d24
        Participant
        March 12, 2024

        Same thing. I was out of the country for 5 weeks, came back, and all my files I designed with Adobe Express are gone. I am finished with Adobe. I am stopping my other Adobe subscriptions as well. If a person cannot keep, and reuse, their designs for other projects, what good is it?

         

        A
        Adobe Employee
        Abhi.G @ ADBE
        Adobe Employee
        March 12, 2024

        Hi @Gracie36001390ggiw, @William242719619d24 

         

        Could you clarify if you are using Desktop/web or a mobile app?

         

        For desktop, your files should be in https://new.express.adobe.com/your-stuff/files or a folder contained within it.

        If you don't see them, please make sure:

        - You are logged in with the correct adobe id

        - Also check https://assets.adobe.com and https://assets.adobe.com/deleted

         

        If you still can't find them, please send me a direct message including your adobe id (email that you log in with).

         

        Abhi G

        W
        William242719619d24
        Participant
        March 12, 2024
        I was using the web based Adobe Express. I have used it for a long time.
        But something changed over the last 5 weeks that I was out of the country.
        The User Interface is now different, and my library (Your Stuff) is empty.
        I'm a system software engineer so I know my way around the apps, but I
        finally gave up. I appreciate you reaching out to me, but I have already
        cancelled my Adobe subscriptions and will try another approach to my social
        media development. Thanks anyway.

        William Apple
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