Adobe Fresco Files are gone - Logged in and out again

[Lou Dek]

Hello,

I have been logged out of Adobe Fresco and when I logged in again seconds later, all my cloud files were gone. 
I have checked here : https://assets.adobe.com/cloud-documents 
I have checked in the Creative Cloud app
I have checked the deleted files
I have checked here : 

C:\Users\Myname\AppData\Local\Packages\Adobe.Fresco_pc75e8sa7ep4e\LocalCache\Adobe\ACPLocal\ (only uneditable documents, no .psd or anything)

Nothing nowhere to be found.

I work on a windows surface pro, windows 10, using the latest version of adobe fresco.

Could you please help me locate my files? I've been crying trying to find them.

Thanks a lot

[Imaginerie]

I hope that someone from Adobe will chime in, but in the meantime:

Can you check by going here if your billing info is correct and that payments can be taken
https://account.adobe.com/?lang=en
(Don't laugh, it happened to me 🙂 Expired debit card!)
Are you using just one account? Could you be using another account - for example your school, or your company, in addition of your personal one?

[Lou Dek]

Hello 
thanks for your reply! 🙂 
My company stopped paying (without notifying me) but we went on to the free trial to keep using it. 
If it's not paid anymore I can't access my cloud files, is that it? 

I know for sure I am using the right account I checked several times to make sure 😉 

[Imaginerie]

If the account is canceled your CC storage allowance is reduced to 2gb for a while, then is wiped completely, so maybe you don't have enough space to store them all?
see the info here:
https://helpx.adobe.com/uk/manage-account/using/cancel-subscription.html

You can check your storage account by going to this link:
https://assets.adobe.com/cloud-documents

and check the amount used at the bottom of the left panel...

[Lou Dek]

I only have 5Mo used and it's because I saved a file with Fresco to see if something happened. 
I think I'll just mourn the loss of my files but thank you so so much for your help and time!

[Imaginerie]

Have you contacted Customer service? They can log into your account and confirm if they're lost or not (obviously the more you wait, the less chance you got to retrieve them)
Just go there

https://www.adobe.com/uk/products/fresco.html

and  click on this icon, bottom right

You'll get hooked to a bot, but you can request to speak to a customer agent.