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I lost all of my files

Community Beginner ,
Mar 11, 2024 Mar 11, 2024

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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?

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New Here ,
Mar 11, 2024 Mar 11, 2024

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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?

 

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Adobe Employee ,
Mar 11, 2024 Mar 11, 2024

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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

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New Here ,
Mar 11, 2024 Mar 11, 2024

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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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Community Beginner ,
Mar 12, 2024 Mar 12, 2024

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I was using the desktop app. I also tried logging into my phone and on the web and they were not there. My files are not in any of the links that you mentioned. I will send you a direct message. 

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Community Beginner ,
Mar 12, 2024 Mar 12, 2024

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I am sorry that it happened to you too. Super frustrating when hours and hours worth of work disappears. Hopefully we can find a solution. 

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Adobe Employee ,
Mar 15, 2024 Mar 15, 2024

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Hi 

@Gracie36001390ggiw

,

 

We're sorry to hear about this. Could you please let us know if you've created those files using the old version of Adobe Express or the newer version? Did you try logging out and logging in again to check if that helps? Since when have you been seeing this issue?

 

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

 

Regards,

Tarun

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Adobe Employee ,
Mar 15, 2024 Mar 15, 2024

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@Tarun Saini,

 

fyi: @Gracie36001390ggiw confirmed in a DM that they have access to all their files now.

 

Abhi G

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New Here ,
Mar 15, 2024 Mar 15, 2024

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I did try logging out and back in. I assume it is the newer version since
it had a new user interface appearance than the previous one I had been
using for the last 6 months or so. I only saw this problem when i saw the
new user interface. Hope this helps.

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