Unable to find and update existing public links after renewal in XD

[Eleni5C8B]

Hi all,

My access to adobe xd was removed about one week ago, and today it has been renewed.
After renewal, all published files have been removed, and I cannot update the existing links but only create new ones. On the other hand, I receive notifications about the latest comments on the existing links.

My problem is that I need to update the existing links as there are some comments that I need to keep.
Any suggestion?

Eleni

<Title renamed by moderator>

[HARSHIKA_VERMA]

Hi Eleni5C8B,

Thank you for reaching out and sorry for the trouble. I would like to know if you are the owner of those links that you would like to update. If yes, please ensure you're logged in with the same Adobe ID which you're using before renewal.

We will try our best to help.

Thanks,

Harshika

[Eleni5C8B]

Hello,

Thank you for the quick response,

I am the owner of the prototypes, and also, if the adobe id is my email, it is the same. The only difference I found is that it asked me to select between personal and organizational profiles when I signed in after the renewal. Before, I was on a personal profile.

Is this something that I need to pay attention to?

[HARSHIKA_VERMA]

Thanks for sharing the info. Yes, I would suggest you to check your links in company profile as well if they are not visible in personal profile.

Let me know if you're able to see the file. 

Thanks,

Harshika

[Eleni5C8B]

Hello, unfortunately, I cannot see any links in my personal or company profile.

[Eleni5C8B]

As you understand, I am now fully blocked. Something happened with the renewal, and I lost access to my existing links. Is there any way to fix it?

[HARSHIKA_VERMA]

Thanks for checking both the accounts. This shouldn't be happening, could you please get in touch with us directly using our contact us page and initiate a start with our support team so that they can look into your account.

Thanks,

Harshika

[Eleni5C8B]

Thank you for your message!

[Eleni5C8B]

I noticed that the renewal was made to a new account with the same account id, and that's why I lost my public links. After contacting the adobe support team, they informed me that you could not move public links to a new owner, although I am the same user on a different account. 

Thank you for help!