Scans disappeared

Forum|Forum|7 months ago
June 8, 2025
1 reply
648 views

There seems to be a common problem, but all the posts I've seen have been resolved individually by email and I'm not sure how that happened.

I got a new phone recently, and when I logged into Adobe scan, all of my files were gone! At first, it showed them with the lock symbol and said that I could not access them, so I tried logging out and logging back in, and then they were all gone entirely. I looked in the cloud and do not see them anywhere! There were a lot of precious scans in there of my daughter's artwork that I don't have anywhere else. Help!!

S_S

Community Manager

Hi @laurao5692993,

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)?
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.

laurao5692993Author

Participating Frequently

Hey Souvik,

Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?
Yes, I double checked I am using the correct account, I also thought this may be the issue, but I’m currently using the correct one.

Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?
Scan iOS 18.5

Are all the scanned files missing, or only some files?
All files are currently missing. They originally showed a lock icon when I opened the app in my new phone, but when I logged out and back in again, all of them had completely disappeared 😞

When did the issue start, any details about any actions taken then?
May 29, no actions have been taken since then, other than adding one new scan to the app.

Scan app build version, device model, and OS version.
Adobe Version 25.06.02
iPhone 16 Pro
iOS version 18.5

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.
Checked the Cloud Storage portal. Nothing in there but the scan I just took a couple of days ago.

Let me know if you need further information,

Laura

Amal.

Community Manager

Hi there

Hope you are doing well and thanks for sharing the details.

Missing files can occur for several reasons, including accidental deletion or syncing issues with cloud storage. Sometimes, files may not appear because they were saved under a different account or folder. Additionally, if an application crashes or malfunctions, it can lead to lost data.

To prevent this, regularly back up your files and ensure you’re using the correct account for storage

Check your account: Ensure you are logged into the same account on both Adobe Scan and Adobe Cloud storage.
Note: make sure you are using the correct account under the same email when sign-in
Verify cloud storage: Visit Adobe cloud storage to see if your documents are saved under the Adobe Scan Folder and ensure you have enough storage available on the Adobe Cloud.

For more information please check the help articles listed below and see if that works:

- https://adobe.ly/4dXIuHp

- https://adobe.ly/401hP6D

Let us know how it goes.

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