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bilge_2475
Participant
August 26, 2024
Question

My scanned documents have disappeared on Adobe Scan app

  • August 26, 2024
  • 1 reply
  • 396 views

My company has renewed my Acrobat license recently and all my scans for years have disappeared.

I have been using the Adobe Scan app for years now, and every year my subscription got renewed but all of a sudden this time I lost all my scanned documents. My subscription comes with cloud storage as well.

 

Can someone help finding and restoring my scans, please?

This topic has been closed for replies.

1 reply

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cassandra_7915
Participant
August 27, 2024

Hi, I'm currently going through the same thing I just opened my app and I noticed all my previous files from four years back and recent are gone. This is so frustrating. I lost so much important documents and valuable information! How can we retrieve the files back? Do you know by any chance have you tried reaching out to support, any luck?

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sprinklr-integration-user
Inspiring
August 28, 2024

Hi @bilge_2475

 

I hope you're doing well, and thank you for reaching out.

 

To assist you better, could you please provide us with some additional details?

  1. Have you checked all the accounts you might have used with Adobe Scan (e.g., signing in with Adobe ID vs. social sign-ins)?
  2. On which platform are you encountering the issue—Scan on Android, Scan on iOS, or Acrobat online? Please log in to Acrobat Online using the same credentials as in the app and confirm if your files are visible in the Documents section under the Adobe Scan folder.
  3. Are all your scanned files missing, or just some of them?
  4. When did this issue begin? If possible, could you share any specific actions taken around that time?
  5. Could you also let us know the Scan app build version, your device model, and the OS version?

Your responses will help us resolve the issue more efficiently.

 

~Amal

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bilge_2475Author
Participant
August 28, 2024

Hi Amal,

 

  1. Have you checked all the accounts you might have used with Adobe Scan (e.g., signing in with Adobe ID vs. social sign-ins)? Yes. There's a business one and a personal acoount. I checked both and everything is gone.
  2. On which platform are you encountering the issue—Scan on Android, Scan on iOS, or Acrobat online? Please log in to Acrobat Online using the same credentials as in the app and confirm if your files are visible in the Documents section under the Adobe Scan folder. Scan on iOS. And I tried the web version on my computer with same credentials. I still don't have my scans.
  3. Are all your scanned files missing, or just some of them? All my scans
  4. When did this issue begin? If possible, could you share any specific actions taken around that time? My company renews my subscription every year and this year's renewal was made using my new email address, not the one registered to my acrobat account for years. When I realized that, I reached out to my admin and had them assign my old email address to the subscription. After that, everything was gone.
  5. Could you also let us know the Scan app build version, your device model, and the OS version? I use the Adobe Scan app on 2 different iPhones. iPhone 12 (Version 24.08.13) and iPhone 15 Pro (Scan Version 24.08.13). They both were working properly. I did have to delete and reinstall recently because of this issue. So, I don't know what scan version I was using prior to this one.

 

Thanks for yor help!

 

Bilge

 

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