165 GB Creative Cloud Data Lost – 20 Days Without Resolution (Case ADB-41374073-K1G3)

Hello Adobe Community,

I am Esat Emre Sivri, founder of thelucidlab. For 5 years, I’ve trusted Adobe Creative Cloud to store my brand’s entire design archive. Unfortunately, I am now facing the loss of 165 GB of Creative Cloud files with no resolution for 20 days.

How It Started

• On August 11, 2025, my original subscription (Invoice No: 7207601493 / Product 65206874) faced a payment issue.
• The first Adobe agent told me the plan would be replaced with a new contract number, but assured me that “all your files will be visible again the next morning.”
• Both contracts were tied to the same email: ees@thelucidlab.com.
• Trusting this information, I proceeded with the new plan.

What Happened Next

• From August 11, I opened multiple cases:
   
• ADB-41156050-P8K4
• ADB-41156439-K7B0
• ADB-41156455-N3C7
•  
• On August 13, Adobe agents confirmed my account had 164+ GB of files, but I could not access them.
• On August 26, another agent confirmed again: 165 GB exists.
• Later that same day, a different agent told me: “your files were deleted permanently.”
• After I showed screenshots of previous confirmations, they said: “we will re-escalate.”
• Still, my case was closed as “resolved” even though no data was recovered.

Today, I have a new case: ADB-41374073-K1G3 (Issue: Storage & Sync). But after 20 days, the situation has not improved.

Impact

• This is not just data — it is 5 years of creative work, my brand’s archive, my memory.
• I have lost 20 days of productivity, delayed client work, and suffered financial impact.
• I regret trusting Adobe with my work in the cloud, as this has become a vulnerability instead of protection.

My Request

• Escalate my case directly to the Data Migration / Storage Engineering team (L2/L3).
• Involve the Office of the CEO if necessary.
• Provide a clear plan and timeline (ETA) for restoring my 165 GB of files.

Adobe’s promise is to safeguard creativity in the cloud. Right now, both creativity and trust are at risk.

Please, take this matter seriously.

Thank you,

Esat Emre Sivri