Completely confused by Fresco free storage - all work deleted after kicked out of the app

[kelmrow]

I selected a project to resume in Fresco tonight on my iPad after not working on it for a few months and was kicked out of the app as soon as I clicked on it. This has never happened before. I've always been able to close the app, reopen it, and resume a project. I couldn't log back in tonight - I got an error saying the "account does not have access to a synced storage location". I contacted chat support and was told none of my Fresco projects were backed up to the cloud because I do not have a paid plan. They said that me being logged out of Fresco with a free plan resulted in my projects all being deleted. I'm extremely frustrated and confused because I thought Fresco was free to use with *optional* premium features. Based on what I keep reading, 5gb of work should have synced to the cloud, and possibly the rest should be stored locally in the app? But everything I did in Fresco is gone. Hundreds of hours of work. Nothing saved or backed up. How is this possible? I'm currently under the assumption that this app is basically unusable because I cannot control being randomly logged out, and gambling losing everything if that happens is ridiculous. 

Was what chat support told me incorrect? Any input or clarification would be appreciated!

[Anshul_Saini]

Hi @kelmrow,

I’m so sorry to hear about this frustrating experience. If you haven’t reinstalled Fresco yet, there might be a chance of recovery. Please try logging in with a different account, as the current account used to post in the community has no files stored on the cloud. Fresco documents are saved in the cloud associated with the account’s email. If you’re not seeing any of your work, it’s likely that you’re logged in with the wrong email address. Please double-check this before taking further steps.

I hope this helps!

Best,

Anshul Saini

[kelmrow]

Thank you for your reply! I reinstalled the app and that resolved the "This account does not have required access to a sync storage location" error. I can now get into the app again!

I have only ever had 2 Adobe accounts and tried logging into both, as well as my partner’s, last night. I couldn’t be certain which account I’d been logged into on my iPad so I tried to check them all. Last night I could not log into Fresco with any of them due to the now-resolved error. I also tried logging into the Creative Cloud accounts through my laptop and they were all empty.

I just tried logging in to each account again and now the files in each are visible. This account *is* empty and I’ll likely delete it to avoid future confusion. I’ve found the account with the project I was looking for and can continue working on it in the app. So that’s great! I’m VERY glad my work is not actually lost, but am unsure why the files were not showing up last night.

I’m also extremely frustrated by the inaccurate information I was given by chat support - as it seems like a paid storage plan is NOT necessary to use Fresco and sync projects to the cloud. I was blatantly told that being logged out of the app results in projects being deleted unless you have a paid storage plan. Can you clarify or elaborate on that? I’m now a bit paranoid about my projects being deleted if I don’t upgrade to a paid storage plan.

[Anubhav M]

Hello @kelmrow,

If you are using Fresco's free starter plan, you can access the 100+ brushes, including Live, Pixel, Vector, and Smudge brushes, but you won't have access to the premium features. Your cloud storage is limited to 5 GB with the free starter plan.

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Anubhav