Recovering Lost Project Files •
Let’s face it – losing your project files is never fun. Whether it’s due to accidental deletion, a misplaced download, or simply not knowing where things went, don’t panic. We’ve got your back.
This tutorial walks you through exactly what to do if your project files have gone missing, how to get in touch with support, and what to expect during the recovery process.
Log In to the Ticket System
Your first move is to access our Ticket System using your registered username and password. This is the central place for submitting requests and communicating with our support team.
Create a New Ticket
Once you’re logged in:
- Click on Create New Ticket.
- Use the subject line: “I lost my project files”.
- In the description box, include the following:
– Project name (if you remember it).
– Approximate date of your order.
– Any other helpful context (e.g. the platform used, special requests).
The more details you provide, the faster we can locate and recover your files.
Wait for Support to Respond
After you submit your ticket, a support agent will review your request. They’ll follow up with next steps, options for recovery, and any additional information they may need from you.
We can only release files to accounts associated with the original email used when the project was ordered.
If you’ve changed your email address since then, you’ll need to either:
- Create a new support account using your current email.
- Update your email address in your existing support profile.
This year, let’s work together to create something extraordinary. Whether it’s a stunning new website, a captivating motion graphics campaign, or a comprehensive branding strategy, we’re ready to bring your vision to life.
Important Notes & Recovery Policies
Before you dive into the recovery process, here are a few things to keep in mind:
- File Retention Timeline
– Project files are stored in our cloud system for 30 days after completion.
– After 30 days, files are moved to internal archived storage.
– Projects completed over a year ago may no longer be available for recovery. - Recovery Cost
– Retrieving files from cloud storage is a paid service.
– If the files have been purged from internal storage (usually after 12 months), you may need to initiate a new project request.
If you’re feeling stuck or unsure how to move forward, the expert team at Dweet Design is here to help. Just submit a request through the Ticket System, and one of our support agents will walk you through everything – from timelines and project scope to the details of any associated service fees – so you can make informed decisions and get back on track with confidence.