All favorited fonts suddenly missing

Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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After years of favoriting many Adobe Fonts, suddenly my list of favorites is empty. How can I get those favorites back?

 

I have tried logging in and out again. I have tried different browsers.

 

I have spend hours on the phone and on Adobe support chat, but they are (unfortunately) very poor communicators, constantly misunderstanding me and going off in wrong directions.

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correct answers 1 Correct answer

Adobe Employee , Sep 21, 2021 Sep 21, 2021
Hello – a bug was identified that hid favorited fonts for some users. The bug has been corrected, however any accounts currently experiencing the issue will need to be corrected manually. If you have ran into this issue and need your favorites restored, you can either: 1. Include your Adobe ID in a comment on this thread asking for the correction 2. DM us your Adobe ID through Twitter @AdobeFonts 3. Contact Adobe Care and let them know you need the fonts team to manually restore your font favo...

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Adobe Employee ,
Sep 01, 2021 Sep 01, 2021

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Apologies for the inconvenience. Would you please post or message me your Adobe ID so that I can check your Adobe Fonts account?

 

Thanks!

Molly

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Explorer ,
Sep 04, 2021 Sep 04, 2021

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I am now working with phone support on this, thanks.

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Community Beginner ,
Sep 04, 2021 Sep 04, 2021

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This happened to me as well some week ago. Exactly the same story.

 

Adobe support (chat) told me I must have removed them myself by accident, as there were no other way. But I know for sure I haven't unchecked my favorites by clicking the heart symbol on each one (probably hundred of them).

 

After the support chat, I filed a bug report on Adobes site. I have not heard anything from Adobe since then.

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Explorer ,
Sep 04, 2021 Sep 04, 2021

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My experience with support has been very poor, unfortunately. By persisting on phone support for several hours, I finally am talking to a level 3 support rep who finally seems to understand. He is persuing it as if there may be a way to recover the favorites. Apparently there was a global change to business accounts recently that could have accounted for this bug.

 

If you want to get your favorites recovered, you might try calling in to phone support and persisting until you are escalated. In my experience I have to be firm and very clear with them and tell them directly when something they're suggesting is wrong.

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Community Beginner ,
Sep 06, 2021 Sep 06, 2021

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Thanks for the tip! Did you recover your favorites?

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Explorer ,
Sep 07, 2021 Sep 07, 2021

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Not yet. It's still an open case, and I'm expecting a call back within a few days.

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Adobe Employee ,
Sep 21, 2021 Sep 21, 2021

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Hello – a bug was identified that hid favorited fonts for some users. The bug has been corrected, however any accounts currently experiencing the issue will need to be corrected manually.

 

If you have ran into this issue and need your favorites restored, you can either:

1. Include your Adobe ID in a comment on this thread asking for the correction

2. DM us your Adobe ID through Twitter @AdobeFonts

3. Contact Adobe Care and let them know you need the fonts team to manually restore your font favorites.

 

We apologize for the inconvenience! The first two avenues I listed above should provide quick resolution to the issue.

 

Thanks,

Molly & the Adobe Fonts team

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Community Beginner ,
Nov 01, 2021 Nov 01, 2021

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@Molly Doane I believe you're incorrect. I pursued this over phone support for hours and hours and they were unable to restore my missing fonts.

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Adobe Employee ,
Nov 01, 2021 Nov 01, 2021

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This issue cannot be solved over the phone. As I mentioned in my post above, you can contact Adobe Care and let them know you need the fonts team to manually restore your font favorites. The fonts team must be involved.

 

As I am on the fonts team, please feel free to follow either of the other two suggestions for resolving this issue and I'll be happy to help you.

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Explorer ,
Nov 22, 2021 Nov 22, 2021

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@Molly Doane I'm having the same problem. My Adobe ID is - organizeyourworld@outlook.com.Thank you for being one of the only Adobe Staff in this forum who has actually offered a solution.

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Adobe Employee ,
Nov 22, 2021 Nov 22, 2021

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Messaging you privately!

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Community Beginner ,
Jan 26, 2022 Jan 26, 2022

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I have the same problem. After every update all my favorite fonts are gone. Every other setting is ok, it's just fonts over and over again.
My Adobe ID is hana.antonova@firma.seznam.cz 
Please help me. Today I lost it and ended in tears. I feel so powerless. 😞 

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Adobe Employee ,
Jan 26, 2022 Jan 26, 2022

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Hi Hana,

 

I don't see any changes with your account that would have removed your favorites. However, I've gone ahead and ran our tool that restores any removed preferences. Can you please check your favorited fonts here and let me know if the issue is resolved?

 

Thanks,

Molly

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Community Beginner ,
Jan 28, 2022 Jan 28, 2022

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same here...and its been happening for years

 

wlee@ccad.edu

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Community Beginner ,
Feb 23, 2022 Feb 23, 2022

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Hello Molly,
these are just some of the fonts I liked on the fonts page when I was thinking of adding new ones. They aren't the fonts I use in Photoshop. I thought it had something to do with updating but now it vanished without any possible reason.

I created a new list and now I regret not taking a screenshot of these fonts because they are gone again. 😞 
I don't get it.
My colleagues have no such an issue.

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Community Beginner ,
Feb 23, 2022 Feb 23, 2022

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I had dozens of favorite fonts. Should they save to that list you send me?
All my other preferences work just fine but fonts.

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Community Beginner ,
Feb 24, 2022 Feb 24, 2022

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I don't understand what is happening but it got even worse.
In the morning I got a notification that over 1000 fonts was deactivated.
BUT there are 0 fonts in my adobe account marked as recently deactivated.
I don't even know what is missing now. 😞 But I checked and some fonts I remember having, are gone.
I want to state that these were fonts I was using just last week so it isn't the case of deactivation due not using them for long time.
And now even the few fonts you asked me about are gone too.
No favorite fonts...

Please help me. I just can't do this anymore... 
iwannakillmyself.jpg

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New Here ,
Apr 18, 2022 Apr 18, 2022

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I just had this exact issue this morning. A notification appeared saying many fonts were deactivated and now I have nothing, including fonts I used just this past week.

 

0 fonts in my Previously Active and Favorites. I am also missing all of my Web Projects.

 

Has this bug been resolved?

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Adobe Employee ,
Apr 18, 2022 Apr 18, 2022

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Hi Joseph – Sounds like something different is going on here. Would you please dm me your Adobe ID so that I can check it out?

 

Thanks,

Molly

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Explorer ,
May 02, 2022 May 02, 2022

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@Molly Doane  also messaging you re: this issue.

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New Here ,
Mar 07, 2022 Mar 07, 2022

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@Molly Doane I sent you a private message as this is happening to me too.

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New Here ,
Jul 12, 2022 Jul 12, 2022

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I'm having the same issue. Can you please restore my favorite fonts for me Molly? Thank you! My Adobe ID is: [email removed by moderator]

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Adobe Employee ,
Jul 12, 2022 Jul 12, 2022

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Hi Emilie – Restoring favorites is sort of hit and miss. I just ran the tool that I have available to do so. Will you please make sure you're signed in with your Enterprise/Business ID and check your account again?

 

–Molly

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New Here ,
Jul 12, 2022 Jul 12, 2022

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How can I tell if I'm signed in under that?

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