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I lost my phone. Bought new one registered with the same email now I can't see some of the files in my adobe

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My documents are lost without deleting them, where and how can I find them

Amal JaiswalCorrect answer

Community Manager

Hi @natural_dancerd5e7 ,

Hope you are doing well and thanks for reaching out. We are sorry for the trouble you are experiencing.

A couple of quick questions to help narrow this down:

Were the missing files ones you saved directly in the app (local storage), or files you'd saved to Document Cloud?
What phone are you using iOS or Android?

Here's what usually fixes this: files saved to Document Cloud should follow your Adobe account automatically, since they're stored in the cloud rather than on the device itself. On your new phone, open Acrobat Reader and go to Files > Document Cloud,that's a different location than "Recent" or "Local," so it's easy to miss. If your missing files show up there, you're all set.

If they're not there, it likely means those specific files were saved locally on your old phone rather than to Document Cloud, in which case they wouldn't carry over to a new device automatically, similar to any other local file when switching phones.

One more thing worth trying either way: sign out of the Adobe account on your new phone and sign back in. That forces a fresh sync and often brings back files that don't appear right away.

Let us know how it goes.

~Amal

C

Christen79

Participant

Amal,

I saw the area before I even seen your post about how to save the file to the cloud opposed to only locally to my phone. Seemingly it's working, however, I have not yet had a chance to authenticate into my Adobe account from a different device to see if I see my file that I put in the cloud recently to check it for it to be working.

I did go to the link that you provided to check to see how much storage I actually have been given by Adobe Acrobat that's free. But I checked under all the menus that I have under my account and I don't see any storage amount listed at all whatsoever. What could be the reason for this?

Reaching out to the Adobe community poses its own problems though - such as we have no idea how long the wait is going to be before we receive an answer. A lot of us need live help as we're going through the menus in the moment and seeing by verbal instructions or written instructions from the Adobe technician.

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BaniVerma

Community Manager

Hi @Christen79,

Thank you for the update, and it's good to hear the cloud save option is working so far.

To confirm what we understand: you've started saving to Adobe cloud storage instead of just locally, but haven't yet checked from a second device to confirm the file syncs. Separately, you checked the storage link we shared, but don't see any storage amount listed anywhere in your account menus.

On the storage question: that's expected. If you were looking under your Account profile settings, storage usage isn't shown there. It's shown specifically in Acrobat online. Sign in at https://adobe.ly/3VhcubI with your Adobe ID, go to the Documents tab, and your current storage usage and total available space will be displayed in the lower-left corner of that screen.

On response times: the community is a great place for exactly this kind of thing, working through an issue step by step with a written record you and others can refer back to, and often turning up answers other users have already found for the same problem. For something you need solved right now, our chat-based contact option (shared in our last reply) connects you with a live agent.

Once you've had a chance to check your storage in Acrobat and confirm the file appears on a second device, let us know how it goes.

Thanks,
^BS

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Christen79

Participant

Where can I find Adobe Acrobat Cloud within the menus if my account is showing that I have a free account? How can a free user be able to assign a file to be in the Adobe Acrobat Cloud under their free account? What are their steps for the user to be able to do this and see this if they’re using an Android cell phone? What is the telephone number and email address for Adobe Acrobat technical support?

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Amal Jaiswal

Community Manager

Hi @quirky_cause2bd4 ,

Hope you are doing well, and thanks for reaching out.

Finding cloud storage on Android: Free Adobe accounts do get access to cloud storage; it isn't paid-subscription-only. In the app, go to the Files tab, you should see a section for cloud storage there (it may show as "Document Cloud" or "Adobe cloud storage" depending on which version you're on; Adobe has been renaming and migrating this feature, so the exact label can vary right now).

How to save a file there from Android: Go to Files > On this device, find the file you want, tap More options (the three dots), and select "Save to Adobe cloud storage." That uploads it so it's accessible across your devices, not just the phone you saved it on.

Free storage amount: Free accounts do include some cloud storage at no cost; it's worth checking your actual allotment directly in the app or at https://adobe.ly/46ahb9M under your storage settings.

Phone number and email for technical support: Free users can reach out to the Adobe Support Community instead. You can also reach out to a web-based contact/chat option, which does still require signing in: Contact Adobe Support

Let us know if you're able to locate the cloud storage section in your Files tab using the steps above.

~Amal

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Amal Jaiswal

Correct answer

Community Manager

Hi @natural_dancerd5e7 ,

Hope you are doing well and thanks for reaching out. We are sorry for the trouble you are experiencing.

A couple of quick questions to help narrow this down:

Were the missing files ones you saved directly in the app (local storage), or files you'd saved to Document Cloud?
What phone are you using iOS or Android?

Here's what usually fixes this: files saved to Document Cloud should follow your Adobe account automatically, since they're stored in the cloud rather than on the device itself. On your new phone, open Acrobat Reader and go to Files > Document Cloud,that's a different location than "Recent" or "Local," so it's easy to miss. If your missing files show up there, you're all set.

If they're not there, it likely means those specific files were saved locally on your old phone rather than to Document Cloud, in which case they wouldn't carry over to a new device automatically, similar to any other local file when switching phones.

One more thing worth trying either way: sign out of the Adobe account on your new phone and sign back in. That forces a fresh sync and often brings back files that don't appear right away.

Let us know how it goes.

~Amal

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