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Q
quentin_4457
Participant
September 19, 2025
Question

Logged out - cannot find my profile again

  • September 19, 2025
  • 1 reply
  • 151 views

Hi,

I checked Adobe Scan today and was logged out from my account. Tried to reconnect using my one and only email address, but app said the address was never used as loggin. Tried with my phone numbers as well, did not work either. This mean I lost all my scans, as now, I have set up an account with my email address and it is like I never used the app before. Can somebody help?

Kind regards,

Quentin

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
September 19, 2025

Hi there 

 

Hope you are doing well and sorry for the trouble you are experiencing. 

 

Would you mind sharing the version of the Adobe Scan app and the OS you are using? Tap on the profile icon > About Adobe Scan and try updating it to the latest version available on the App/Play Store and reboot the device once and check. 

 

You can also log in to Document Cloud here: https://adobe.ly/4ndtZD6  with your Adobe credentials. Then, click on the 'Documents' tab and click on the Adobe Scan folder to see if that works for you.

 

~Amal

Q
quentin_4457Author
Participant
September 22, 2025

Dear Amal,

I am using Adobe Scan version: 25.09.11 with iOS 26.0. As far as I know these are the latest available app and os. I tried rebout my phone, nothing happened. Logging in to Document Cloud, I find an empty "Adobe Scan" folder (as if my account was just set up).

Kind regards,

Quentin 

 

Amal.
Community Manager
Amal.Community Manager
Community Manager
September 22, 2025

Hi there, 

 

We are sorry to hear that. 

Your scanned documents might be missing due to app crashes, syncing issues, or because you are logged into a different account. To resolve this:

  • Ensure that you are logged into the same account on both Adobe Scan and Adobe cloud storage. Learn how to solve Adobe account sign-in issues.
  • Ensure correct account access when logging in with Apple ID.
    When you hide your email when logging in with Apple ID, a masked address creates a separate account, leading to potential confusion. To avoid this, show your original email to link existing accounts, or remember your login choice.

 

For more information, please check the help page https://adobe.ly/3IwLOxP 

 

~Amal

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