First 20 Scans are missing

[Alice299103114v40]

Hey, i scannen some documents on saturday an now the first 20 of them are missing. Do i have any chance to get them back? It'a really important. 

thank you so much for your help and support!

alice

[S. S]

Hi @Alice299103114v40,

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

Would you mind sharing the below pieces of information for further investigation:

1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?
2. Which platform do you experience the issue with? Scan Android, Scan iOS, and Acrobat online. Please login to Acrobat Online (https://acrobat.adobe.com/) using the same login credentials as in the app and confirm whether your files are visible in Acrobat Online under the Documents section in the Adobe Scan folder.
3. Are all the scanned files missing, or only some files?
4. When did the issue start? Any details about any actions taken then?
5. Scan app build version, device model, and OS version.

Look forward to hearing from you.

-Souvik

[Alice299103114v40]

Hi Souvik,

thank for your support.


1. I only have one account
2. I have no account, I scanned it all with an app on my iPhone.
3. The first 20 files I scanned are missing, summed up I scanned 63 files
4. I scanned on May 13th and recognized it on May 15th
5. App Version 23.04.20 / iPhone 11 / iOS 16.04.01

Thank you again and have a nice day
Alice

[PII removed by moderator]

[S. S · Accepted solution]

Hi @Alice299103114v40,

An account is automatically created when you sign up for Adobe Scan.

Since Adobe Scan is a cloud-based service, the scans are uploaded to the Acrobat Cloud Storage instead of internal storage.

So, would you mind trying to log in to the web portal: https://acrobat.adobe.com/link/documents/ and go to the Adobe Scan folder to check if the files are available there or not?

Look forward to hearing from you.

-Souvik

[Alice299103114v40]

Thank you so much, found it! 😊


[PII removed by moderator]

[S. S]

@Alice299103114v40 Thank you for taking the time to respond.

Would you mind marking the response that helped as a correct answer? This would help other users with the same question to land on a relatable thread.

-Souvik

[Ludvig30019706m36u]

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