Adobe Xd file disappeared after subscription expired

New Here ,
May 30, 2022 May 30, 2022

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Hi,

My company's Adobe subscription expired and I can't seem to find an Xd file I've been working on recently.

It was saved on cloud. I used to open it from "Templates and Recent Files" in Xd start screen and now it disappeared.

I checked https://assets.adobe.com/cloud-documents and the trash and it's nowhere to find.

I can see the prototype on the link I shared with my coworkers, but that doesn't help.

 

Can I get some help?

Thanks!

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correct answers 1 Correct answer

Adobe Employee , May 31, 2022 May 31, 2022

Hi @Mixandra223460247mau ,

 

Sorry to hear about the trouble. If you had an Enterprise subscription, please try the steps shared here and reclaim the asset.

 

Regards

Rishabh

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Adobe Employee ,
May 31, 2022 May 31, 2022

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Hi @Mixandra223460247mau ,

 

Sorry to hear about the trouble. If you had an Enterprise subscription, please try the steps shared here and reclaim the asset.

 

Regards

Rishabh

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New Here ,
Jun 09, 2022 Jun 09, 2022

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Hello Rishabh_Tiwari ,

 

I followed the steps in the Asset Reclamation and this does not work because I'm the only user and I can't remove myself.
So I added another user with my other work email and gave it administrative rights. From this account I tried to remove the initial user (Mixandra Decor) and reclaim assets. I checked Transfer content now (it shows 107.6 MB), filled the email of the new user, hit next, hit remove user and I get the error: Your action can’t be completed. Please try again shortly.
I also tried the option to Transfer content later and I get the same error.
I have a support case open. I hope I get this solved.

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Adobe Employee ,
Jun 09, 2022 Jun 09, 2022

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Thanks for trying. I am sure the support team will try their best to assist you with this. Just in case if you still need us, feel free to share your case reference number through DM by clicking on my name, we'll try our best to assist you with this.

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New Here ,
Jun 16, 2022 Jun 16, 2022

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Follow-up:

I received the assistance I needed from the support team and I recovered my files using this Asset Reclamation method. All I needed to do (in order to delete my user and recover the files) was to go to Accounts in admin console and change the contract owner to my other user. And from my other user I deleted my initial user, requesting to get my files on email and BOOM! Got my files back. Thanks!

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