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Creative Cloud has deleted all my cloud files - urgent help required

New Here ,
Oct 10, 2021 Oct 10, 2021

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First, Adobe support is some of the most useless I have ever encountered, I am beyond frustrated at the scenario below but I will rant about that separately. My problem...

I've had a Creative Cloud account since the service launched, paying for the full plan. 

I mainly use Photoshop and Premiere Pro and have increasingly been using the cloud storage for saving my files, however as of yesterday all of my files have been deleted with no warning and no explaination. 


A few strange things also seemed to have happened to my account which may help anyone trying to help me solve this:

- About 3 days when I logged into Photoshop I noticed it was asking me to log in again, I did this but thought it was strange. 
- When I logged in it asked me if I wanted to use a 'Personal' or 'Company' profile. This has never happened before, I won my own company and I use my company address as my username - I'm not sure what the 'Personal' account would be. Either way I have tried logging in as both profiles and Cloud documents in both are empty
-Yesterday I tried logging in again and I was told that I needed to activate my subscription. This was again strange, I had never cancelled my subscription, nor had I changed my payment method which was a monthly, automatic charge. Nevertheless, I reactivated the subscription using the same saved card details on exactly the same plan I was on previously.
- I looked through all my invoicing/accounting history under both 'Personal' and 'Company' and I can find no audit trails to indicate why my plan would have closed, nor do I have any email warning me that this may happen. 

With the plan back and active (having as far as I'm aware, been inactive less than 24 hours), all my many cloud documents were gone. Logging in to either profile does not solve this. 

I'm desperately trying to recover my files as I do not have a backup - I thought the local storage files I had on each of my devices would have been a backup but it appears the local copies on all devices have also been deleted.  

I would hugely appreciate any help. 




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New Here ,
Oct 12, 2021 Oct 12, 2021

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I have the same problem, all my Ai files have been removed. No warning just went to open a file and my Creative Cloud folder is empty.. I dont know why people wernt told about this massive change..

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New Here ,
Oct 13, 2021 Oct 13, 2021

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I won't be of any help, sorry.

All I can say is that I totally, 100%, from the bottom of my heart agree with the absolute lack of customer support.

I'm currently doing some sort of zen movements with my hands and some deep breathing.

 

Hope you get back what you lost!!

//F.

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