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Verbal_Marketing
Participant
January 29, 2025
Question

Adobe Express Missing Files

  • January 29, 2025
  • 1 reply
  • 1339 views

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!

    1 reply

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    January 30, 2025

    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

    V
    Verbal_MarketingAuthor
    Participant
    February 1, 2025

    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!

    Verbal Marketing | Let Your Business Speak For Itself
    SC-Agency
    SC-Agency
    Inspiring
    February 10, 2025

    Thanks for confirming @courtney_4088,

     

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

     

    Regards,

    Tarun


    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?

     

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