There could be a number of reasons why you are unable to locate a workspace. In this help article, we will dive into some of the most common issues and share if and how you can recover/ find your missing workspace.
1. Demo accounts
If you have created your workspace before signing up for a free account, you have created a demo account for the email address you entered when opening the app using the option shown in the below screenshot.
Start a workspace option
In this case, you can reach out to the Creately support team via email@example.com, using the email address you have provided to open the app/demo account, requesting to transfer the workspace to your new free account.
However, if you did not enter an email address or created a workspace without entering an email address or signing up, your work progress will not be saved in our system, in which case the support team will not be able to locate your workspace and restore it.
2. Deleted workspace
a. User deleted workspace
If you accidentally deleted your workspace or you cancelled or deleted your account, usually we will not be able to recover your workspace(s). This is because the system will detect this action as an intended event and delete your workspaces from our servers irreversibly.
b. System deleted workspace
If your account had been deleted by the system as a result of the unavailability of a payment method in your account or the expiration of a previously held desktop subscription plan, there is a chance that you may be able to recover your workspaces with the help from the Creately Support team.
In both cases, it is best to write to the Creately support team via firstname.lastname@example.org from the email address connected to your Creately account. If it is one or two workspaces that you accidentally deleted, it would be helpful if you can also share the URLs for these one or two workspaces. You may find them in your browser history.
3. Cache issues
You might sometimes get an error message denying access to your workspace. In such an event, you may first try our basic troubleshooting steps shown here in our help article on how to submit a bug report.
4. Access denied to a shared workspace
If you are denied access to a workspace that has already been shared with you by another user, you can try one of the following options.
- Ask the owner of the workspace if they can still see you as a collaborator of the workspace or if the shared link is working for others.
- If all seems fine but you still cannot access the workspace, request the owner of the workspace to reach out to email@example.com stating the issue and requesting to add you to the workspace. Make sure to share the workspace URL as well since that will be the identifier for that particular workspace.
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