Adobe Express Missing Files

[Verbal_Marketing]

The majority of my Adobe Express files are missing. I use the same account and only on my laptop via Chrome browser. I've followed the standard procedures for checking deleted folders and more. This is a complete burden on my business at the moment.

How can I retrieve my files? As I see many more in the community with the same issue, this is a complete disservice from Adobe. Please assist ASAP!

[Tarun Saini]

Hi 

@Verbal_Marketing

,

Welcome to the community! We're sorry to hear about this. Please ensure you're logged in to the correct profile. Check this link for more info- https://adobe.ly/3QhMXd3. Could you please let us know about the questions below?

• Email associated with the user's AdobeID 
• How many projects are missing 
• Since when are these projects missing 
• Are these projects missing from web or app (iOS/Android) 
• Format of the missing projects - How many were Page/Post/Video 
• URL of published Spark Post/PageVideo 
• Is the user able to find the projects by searching the project names? 
• Can you share the names of the missing projects?
• Were these projects shared with others? 
• Can other collaborators access these projects? 

We're here to help, just need some info.

Regards,

Tarun

[Verbal_Marketing]

Hello Tarun,

Thanks for responding. To answer your questions:

Email associated with the user's AdobeID

receipts@verbal-marketing.com

How many projects are missing

At least 8 projects with multiple pages in each are missing, possibly more.

Since when are these projects missing

Noticed they were missing in the first week of January. Did internal checks to source the files.

Are these projects missing from web or app (iOS/Android)

Missing from both my web platform and my Android files.

Format of the missing projects - How many were Page/Post/Video

The bulk of the projects were images for social media postings. A few videos, but nothing more than 15 seconds to preserve storage space internally.

URL of published Spark Post/PageVideo

Here's a link to my most recent post on January 4th: https://x.com/VerbalMarketing/status/1875747820625653913

As you can see within the thread, I'll use up to 9 pages for one project, with multiple projects similar in style missing.

Is the user able to find the projects by searching the project names?

Unable to find project via search. For reference, all files began with "VM_" to specify its designation to the Verbal Marketing brand.

Can you share the names of the missing projects?

VM_MUSICMAR_K2W

VM_VIDMAR_MHH

VM_FASHMAR_TLHM

ESTC_CRYTPO_WIYNPM

And much more! You can review my Twitter thread and compare what's missing from my account.

Were these projects shared with others?

No. The projects were not shared.

Can other collaborators access these projects?

No collaborators are assigned to my account.

Please let me know ASAP if a remedy can be found, as this is not a great experience to deal with. Thanks!

[Tarun Saini]

Thanks for your response 

@Verbal_Marketing

,

I've shared your information with our product team. Once I hear anything from them or if we need more info, I'll keep you posted.

Regards,

Tarun

[Tarun Saini]

Hi @Verbal_Marketing,

Could you please let us know if you're able to view files here- https://www.adobe.com/files/cloud-documents?

Regards,

Tarun

[courtney_4088]

Hello Tarun,

Unfortunately, no! The files are still missing.

[Tarun Saini]

Thanks for confirming @courtney_4088,

I'll keep you posted as soon as I hear anything from the product team.

Regards,

Tarun

[SC-Agency]

We are also missing a Spark page and have done several chats with Adobe Support online, private message acknowledging Adobe knows there is a problem and now phone calls and emails of "we need more time" over and over. What happened to people's files? When can we get them back?

[Amitej S]

Hey @SCAgency, I've reached out to you via community DM regarding the issue! Our team is working on your issue with Adobe Express, we'll let you know once there's an update. 

[SC-Agency]

I'm getting the DMs but updating this post so others who are reporting missing files have some hope. Did Adobe have some sort of contingency for files that didn't make it through migration to the new Adobe Express? Just seems a world innovator like Adobe could find and restore lost or deleted files. It's been a week or two now. Your support chat people really shouldn't have promised me this would be "resolved" in a call last Monday.

We've checked all the places Adobe says lost Spark assets can be and like others who have chimed in in the Adobe Community we aren't missing all the assets, just some, in our case the one Spark page. Maybe we are missing more assets. In your earlier DM you said you acknowledged there is a known problem. Everyone would benefit from an update then on this.

[SC-Agency]

So far after weeks of emails from Adobe of "We're still working  on it" I got an email saying it was probably deleted or lost. Engineering just isn't sure. Offerred me a free month in exchange for possibly losing my client's website. Wow.

So can we get real answers on this, on what happened to missing Spark projects that didn't migrate?

[Verbal_Marketing]

Hello Tarun,

It has been weeks since I received a response to this issue. I'm very disappointed in the process of determining what happened here and how my files can be retrieved. This has damaged my business processes and infuriated my clients, costing my firm money.

At this point, I would appreciate an escalation of my inquiry to someone who can possibly discuss monetary returns to my account, or I'm considering deactivating my account with Adobe. For a top company, I'm noticing a lack of accountability and professionalism regarding this matter. Please update me ASAP on my potential next steps. This is totally unacceptable at this point!

Thanks!

[SC-Agency]

@Verbal_Marketing @Amitej S
I would also like to add it's been weeks of emails of "We need more time" until yesterday when I received this...

"We could not find the document in the deleted folder, so it is most likely deleted beyond 30 days. I can see the last snapshot in the Wayback Machine also shows a 404 page, indicating that the page was already unpublished before this. We are still checking if we can find anything but the probability is most unlikely."

There was an offer of 1 month free subscription, but honestly that's kind of offensive. It "sounds" like Adobe admitting they have no idea how the Spark Page disappeared and they know this was tied to a client's money making site and think one month of subscription makes it right.

I want answers and I want that Spark Page restored. I hope others have better success.

[Verbal_Marketing]

That's horrible news! I hate that you had to experience this, too. Also, a one-month free subscription is a joke compared to the time and effort we have invested in our projects over the years.

Thanks for the update. Hopefully, Adobe can get its act together and do right by its long-time customers. I greatly appreciate your insights into this matter.

[courtney_4088]

I have requested a remedy for this issue 32 days ago. How long am I supposed to wait for a response? Is this what Adobe considers "customer service"?

I hope everyone who views this thread understands the lack of courtesy displayed to Adobe's loyal customers over the years. If you're choosing to join this community, consider other options.

I will now post daily until someone directs me to who can assist or possibly refund my  2025 transactions. If I don't hear anything within the next 7 days, I will be deactivating my account and pursuing a public relations campaign to expose this process to others awareness.

Thank You!

[SC-Agency]

@courtney_4088   Adobe attempted to recreate my page cobbling it together from Wayback Machine and likely Adobe Servers for some of the images missing from Wayback Machine. They sent me a link to that with a Remix button to incorporate it into Express.  It's missing a main heading font I used whichisn't available in the new Adobe Express and some images. This came after about a month of DMs, chats, and emails. I can't really use it in the shape it's in. I think they did this for another user too, "tried" to rebuild teir Spark Page.

Now thy are DMing me asking me the same questions I explained repeatedly from day one like, "When did you make the Spark page? When did you notice it go missing? Etc." I referred them to my case ID#. Definitely a giant mess.

[Verbal_Marketing]

It has been 35 days, and no solution has been found. Why do Adobe and its leadership not care about their loyal customers?