Lost files when phone were stolen

[Vilma26467927575y]

Hi!
I got a new phone (old one was stolen) and when I logged into my account all my previous scans were gone. I NEED to get a hold of them asap and it breaks my heart to lose all my art (I'm an artist saving sold art through scanning in AdobeScan). 

Please help. Can adobe reach them somewhere for me? 

[Bernd Alheit]

Have you saved the documents in the Document Cloud?

[S. S]

Hi @Vilma26467927575y,

Sorry for your experience with Adobe Scan.

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

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, DC web? 
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.

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

Look forward to hearing from you.

-Souvik.

[Vilma26467927575y]

Hi!
Thank you so much for getting in touch with me. I still can’t see my
previous scans in my profile.

My phone (iOS) was stolen and when I logged on to the app from my new one
(also iOS) ALL my previous scans were gone. Which is strange since it all
should be connected to my profile, right?

I only have only used one account. Or can you have serveral ones to the
same email?

Thank you so much for your help, I appreciate it.

Best regards,
Vilma

[S. S]

Hi @Vilma26467927575y,

Thank you for the details. 

So, with iOS, it allows you to mask your Email address, which becomes two separate entities. 

So what we are trying to understand is, are you signing in using Adobe or clicking on sign in with Apple, and then the files do not show?

Also, the application version of Scan and the iOS version you currently use would help.

-Souvik.