Previous data in app disappear?

[陳宥樺]

I can't find any scanned files (hundreds of documents) and sometimes I surely save the scanned file but didn't save it!

Please recover and fix my account asap!

[S. S]

Hi @陳宥樺,

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

Since you mentioned in your post that the scans were saved, would you mind checking if the files are available on Adobe's Cloud Storage? 

https://acrobat.adobe.com/link/documents/

If the files are present there, I suggest checking the email address you are using to log in to Adobe Scan.

Hope this helps.

-Souvik

[S. S]

Hi @陳宥樺,

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.