Why are my scans by adobe-scan deleted?

[macin31307067suhv]

Hello,
I have been using Adobe Scan for 4 years, with a continuous subscription, I have scanned several documents with the Adobe scan application (IOS phone). I have not reached the total storage capacity (100 GB).
Recently, when I activated my subscription with a new profile image, and after updating my "Adobe scan" application on my phone, I did not find any scanned documents on my Adobe scan application.
I consulted my account (version for the year 2021-2022). I found that my scans are missing.
- Why have my old scans disappeared? with no notice by Adobe?
- I am looking for complaint email address for Adobe.
Thanks for your help.
Karim

[S. S]

Hi @macin31307067suhv,

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

Would you mind sharing a few more 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

[macin31307067suhv]

Hello, thank you very much for your response.

I will try to answer your questions which are interesting:
1.  Yes I tried with all the profiles I used with Adobe,

2. - With IOS Acrobat phone scanner,

    - I started to connect with Creative Coud Desktop, then I chose the profile which contains my lost Scannes (my files) (look at the image 1: ),

after which I tried to connect to Acrobat Online (https: //acrobat.adobe.com/) to view my files in the chosen profile, but unfortunately it does not give me the profile I chose in Creative Coud Desktop, it gives me other profiles: (Look at the image 2): 

3. I lost all the files that were scanned by Adobe Scan, for the May 2021 subscription.

4. - The issue was started in Adobe's 2022-2023 subscription renewal period (around July 2023).
    - I tried to contact Adobe by email, but without success (I could not find an Adobe email address). 

5. - I don't think that's the problem, because I only have access to the data for 2020-2021 and 2022-2023, but the data for the month of May 2021 I don't have access.

Sincerely 

[S. S]

@macin31307067suhv Thank you for sharing the details.

I have logged a ticket for the team to investigate. Let me get back to you once I hear back from the team.

-Souvik