Adobe Cloud lost files

Question

Dear Adobe Support Team,I lost my phone last year and am trying to get back files scanned by Adobe Scan. Somehow they are all lost and I could not find them anymore. I suppose they should be stored on Adobe cloudI have been using Adobe Scan since 2023 and there were a lot of files scanned, but I only see recent files now.  1. Please help check if they are still on Adobe Cloud for files from 2023 - 2025, they are really important to me.2. Please also check the creation date of my account. I could not find it.Thank you. Regards

Amal Jaiswal · Answer

​Hi @adventurous_fashion5f48, Hope you are doing well, and thanks for reaching out. Sorry to hear you've lost access to those scans A few things to check first: 1. Make sure you're signed into the same Adobe account you used back in 2023. If you're on an iPhone and have ever used "Hide My Email" with Apple ID sign-in, that creates a separate masked account, which can make older files look like they've vanished even though they're tied to a different login. 2. Check your files directly at https://adobe.ly/4hSy9AA (or https://adobe.ly/4zvLmFD) rather than just in the Adobe Scan app, go to Documents > Scans once you're signed in there. 3. Double-check you haven't gone over your Adobe Cloud storage limit, since that can also affect what displays. For more general troubleshooting, this page covers common Adobe Scan sync issues: https://adobe.ly/4qAICCL I have checked the Adobe account linked to the Adobe ID you are using here, but I am unable to find any paid plan. Hope this information will help ~Amal

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