Projects are missing

[Brandon301992358prj]

All my projects are not showing on my Files and I'm not able to edit any of them! Really frustrating when I use this regularly for work and edit previous projects with updated info.

[Phoenicia5E7B]

Beware, if you try to submit a support ticket they won't help you. The agent I connected with was incredibly rude, told me that it was impossible that I'd created a file and exported is as a PDF in Adobe Express, since it didn't have that functionality. When I sent him a screenshot of the functionality, he ignored it and told me to send him a link to the file I'd exported. When I explained that it wasn't posted online because it was a print asset, he flat out told me I wasn't telling the truth and that he couldn't help me. I spent 20 minutes in a chat with someone who was demeaning and treated me like an idiot. He told me it was ridiculous to be looking for a file I'd created 9 months ago and I should have told them sooner. We have hundreds of files and I didn't realize it was missing. They obviously sunsetted the template I'd used to create the file (it's no longer available when I search for it) and in doing so deleted my graphic. And it's my fault. Fantastic customer service. 

[defaultwu9aut0yl1nf]

NO CUSTOMER SERVICE ON THE WEEKENDS?! CAN'T ADOBE AFFORD THE STAFF?!

[default55n8w9dy4lll]

Very annoyed to find old files not available when needed. The above mentioned path seems to no longer be available. Terrible customer service from Adobe! Why weren't all old files automatically updasted and stored in an easily accessible folder? Mind boggling!!

[default55n8w9dy4lll]

I also chatted to an online assistant and they were COMPLETELY USELESS. Didn't even understand the problem and kept asking me for a screenshot of the missing files!! They are MISSING!!! The best I could do was to go to https://new.express.adobe.com/restore-folders and then could individually search for each item. A very tedious way around but at least I found the most important files I'd lost. Why is it so difficult to access old files?? Truly ridiculous!!

[Smamed67]

Amazingly, some of us *don't story our project files on your website*. We are looking for files this insanely glitchy, overrated software has deleted from our hard drives. Which honestly sounds so obvious that I'm amazed I have to explain it.

[jlessenberry2]

^^Same.....I have a client that has adobe cc and needs to access some files that I built and saved back in November and now the files are gone. I now have to rebuild these..most were animations that I spent hours on. Will Adobe reimbuse me for this time? 

[Abhi.G @ ADBE]

Hi @jlessenberry2 

Do you still have the url to the missing file handy? Your client may have received an email with the link when you shared it with them? If not, could you send me a direct message with your adobe id (email that you sign with).

Also, please check https://assets.adobe.com/deleted in case it was accidentally deleted.

Abhi G

[jlessenberry2]

Just sent you a link to one of many missing files. TY!

[HSchoonover]

I am unable to access my files from last year. When I click on the access your files from the previous version as instructed the folders are there but they are all empty. 

[Abhi.G @ ADBE]

@HSchoonover 

Were the files ever available in the new version of Express, or is this the first time you are trying to use them on new.express.adobe.com?

Thanks

Abhi G

[HSchoonover]

This is the first time I am trying to use them on the new. 

[Lyn_D]

Hi @HSchoonover,

Thank you for your patience.

I just came across your post and wondered if our engineering team's latest bug fixes put a smile back on your face!

Please let me know if this is now resolved for you, as I'm here to help and to get you back on track. 🙂

I'm looking forward to hearing from you.

^Lyn

[Abhi.G @ ADBE]

Also, @HSchoonover, I had sent you a private message on Jan 18 asking for more details, but didn't hear back. If the issue is not resolved for you, please check your email (including spam folders) and reply to me.

Thanks

Abhi G

[John387642347nhs]

All my projects are missing.  I have read thru this thread and tried all the solutions I found.  My projects are still missing.

[jlessenberry2]

I think it's a lost cause. I love Adobe products, but they dropped the ball on this one. 

[DandyAndy623]

Yep, I too lost all the files I created in express months ago. Switching back to Canva, this is ridiculous. 

[Abhi.G @ ADBE]

Hi @jlessenberry2 

Sorry this issue was not resolved for you. Did you happen to see my response to the private message you had sent on Jan 16 2024?

Abhi G

[Beesline320780053tca]

i have the same issue, i can't access any of my older files and i do not have this pop-up with "access files".

[SC-Agency]

So far Adobe can't restore a Spark page we created. It's not in any of the locations they send me to.