XD file have completely gone!

Forum|Forum|3 years ago
September 1, 2022
2 replies
266 views

Hi all,

Complicated one but here goes, I've changed my email address on my team account from a .com to a .co.uk and now when I go to XD all my files have gone. I phoned up Adobe to help me go through the transition and they informed me everything has gone through fine. Not at all!!!

In my Admin console I can see under the storage tab that the old user (.com account) has 7GBs worth of files but I have no way of retrieving them. The files seem to be in some limbo land between the accounts.

Been on the phone all afternoon with Adobe and they've passed me around a number of call centres with no idea of how to get my files back.

I've lost the last years worth of work, which means it will take me months to create all the files again.

Does anyone have an email I can use to send in a official complaint and request for compensation.

This topic has been closed for replies.

HARSHIKA_VERMA

Community Manager

Hi @LivenCreative,

We apologize for the frustration and sorry for the delay in response. I checked your case history and it looks like the team has suggested you to connect with your primary admin in order to get the asset reclaim for the closed account.

We would like to know if you're able to reclaim your assets with the help of your admin.

We'll try our best to help you.

Thanks,

Harshika

LivenCreativeAuthor

Known Participant

Hi there,

I am the admin, and no I can’t get the assets, who do I need to speak to
that can actually help? I was told that it should be possible to reclaim
the assets from the backend of the site, is that true?

Kind regards
Andrew

LinSims

Community Expert

Let me move this to the Xd forum for you, which is the appropriate forum for your question.

The Using the Community forum is for help in using the Adobe Support Community forums, not for help with specific programs, installation issues, or account issues such as subscription questions or billing problems, or generalized questions about Creative Cloud services.

* Product questions should be posted in the associated product community.
* Installation questions should be posted in the Download & Install community.
* Account issues, including subscription questions or billing problems, should be posted in the Account, Payment, & Plan community.
* Questions about the Creative Cloud desktop app or general questions about apps in the Creative Cloud should be posted to the Creative Cloud Services community.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded