hi @Omar Sattam 

Sorry to hear about the issues. Since you are on a paid plan, you can contact Support directly for assistance. The instructions are here.

Thanks @ElvaMiro I have already submitted a ticket. 

Do you have any suggestions on how I might be able to speed up the solution process. 

Also, what is the expected response SLA for issues like this?

Hi @Omar Sattam 

I’m sorry to hear about the trouble with your boards! Since you've already submitted a ticket, that's definitely the best way to resolve this quickly. To help speed up the process, make sure you've provided as much detail as possible in the ticket, such as team member access issues and any other related info.

As for the response SLA, our Support team typically responds within 24–48 hours, but this can vary depending on the complexity of the issue. If you don’t hear back soon, feel free to update us here, provide the ticket number, and I’ll check on the status for you.

Also, if you’re interested in learning more about some of Miro’s biggest product updates that may be relevant to your use case, save your spot here at our Canvas ‘24 event happening October 8th. Please let me know if you have any additional questions – happy to help!

Hoping this gets resolved quickly!

@Omar Sattam

When a Business Plan is downgraded to either Starter or Free, all workspaces are merged into one – this is because the Free and Starter plans do not support unlimited workspaces.

This would like include all Projects, too – however, I have not personally gone through this downgrade process.

Now let’s consider this statement:

Strangely, it shows that one of our team members still has access to over 1040 boards, but none of them are reachable.

Assuming by the title of this post that the boards have “disappeared”, then “unreachable” means you cannot see them.

What I suspect could have happened is that this single user assumed ownership of all of these boards during the downgrade, and the team access for all of these boards is set to No access, i.e., making them private (more on Private boards here). They also could have been set to No access before the downgrade, but they were visible to everyone because they were in a project that was set to all all team members to see the project and, therefore, the boards as the project permissions override board permissions in this instance.

Therefore, I would ask: What does this user see when they sign in and look in each workspace? Do they see the boards in any of the team workspaces that are on the left side of their dashboard?

One test you could do, and only if the person listed as the current owner does not need to be owner moving forward, is that you could delete them from the team and assume ownership yourself (or assign someone else as the new owner). Any boards where the previous owner needs to be the owner again, could be transferred back- just note that this is a very manual, board-by-board process. 1040 boards is a lot of boards to update the permissions on each board, so, to give everyone access again, the new (or current) owner could:

1. Create a project
2. Add all boards to the project
3. and all team members to the project with the appropriate permissions.

More on Projects here: https://help.miro.com/hc/en-us/articles/360018262033-Projects

@Eca - it may be worth a note to the help center folks to consider a note about all workspaces being merged into one when downgrading from the Business Plan to Free or Starter Plan. When I look at this article: https://help.miro.com/hc/en-us/articles/4408891948946-Downgrading-your-plan

, I see: 

But when on the Business Plan to Starter Plan, this warning is not immediately present:

Instead, the warning/info is buried in a screenshot further below:

Hi @Robert Johnson 

Thanks for pointing this out! I’ve reached out internally, and your feedback has been passed along to the relevant team. We appreciate you bringing this to our attention!