Participant

Question

Scans Disappeard

Forum|Forum|6 months ago
August 7, 2025
2 replies
186 views

Help, all my scan have disappeared out of no where and I even tried reinstalling the app on both ios and android devices. Unfortunately, I was unable to get those scans.

V

Vishesh22

Participant

This happened with me as well. All my scanned files which were syncing earlier on Adobe Cloud got disappeared. It happened around 29-30 July 2025.
All the files are gone, now the cloud space is empty.

S_S

Community Manager

Hi @Vishesh22,

Sorry for the experience with Adobe Scan.

Can you please respond to the questions asked above?

This will help us take it up further with the concerned team, and have them investigate on the case.

Look forward to hearing from you.

Regards,
Souvik.

S_S

Community Manager

Hi @sharayu16,

Hope you are doing well. Sorry for your experience with Adobe Scan.

We would like to have some more information to dig into the issue:

Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in - https://adobe.ly/4mCRMMR)?
Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?
Are all the scanned files missing, or only some files?
When did the issue start? Any details about any actions taken then?
Scan app build version, device model, and OS version.

Please share the above answers so we can speed up the investigation process.

Also, would you mind checking on the Adobe Cloud Storage portal if the files are available there or not: https://adobe.ly/4jsAM9q, and going to the Scan folder.

Look forward to hearing from you.

Regards,
Souvik.

S

sharayu16Author

Participant

1. Yes, I have checked everything.

2. ios and android and even web.

3. Except 1 recent file everything is gone.

4. Start of the month.

5. I tried logging in from 3 devices:-

a. iPhone 16 (Main Device) - latest version
b. iPad Air - latest version

c. oneplus 11 (tried to log in through android to check if it's an ios issue) latest version

I have the latest updated versions of every device and even the app was updated.

Amal.

Community Manager

Hi there

Hope you are doing well and 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/4ll1nWM

Let us know how it goes.

~Amal

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