Support

Email us with any question or problem with Scan Instantly.

Please include your iPhone or iPad model, your iOS version, the Scan Instantly version (in the app's Settings, under About) and what happened.

We cannot see your scans, because they stay on your device. If a picture would help, send one of a page with nothing private on it.

Common problems

The app says it needs the camera

Tap Open Settings on the camera screen and turn on Camera. You can also get there from the Settings app on your device: tap Apps, then Scan Instantly.

It will not save to the Camera Roll

In the Settings app on your device, tap Apps, then Scan Instantly, then Photos, and allow it to add photos.

Pages are captured too soon, or not at all

In automatic mode, hold your device still with the whole page in view and in good light. To take each picture yourself, use the capture button on the camera screen. It switches between automatic and a shutter you tap.

I can't find a scan

Finished scans are in Recents. A scan you deleted, or one past the limit you chose in Settings, stays in the Recycle Bin for 30 days, and you can restore it from there. Once it is erased from the Recycle Bin we cannot bring it back, because we never have a copy.

My scans did not come to my new device

Scans are kept only on the device that made them. They are left out of iCloud and computer backups, and deleting the app deletes them. Before you change devices or delete the app, use Save to Files or send yourself anything you want to keep.

A word is missing, or shows [?]

Scan Instantly only keeps words that read the same each time, so some words may not come up in search or appear in a Word or Excel file. [?] marks a word that could not be confirmed. The picture of the page does not change. For a better reading, scan the page again lying flat and in good light, and check anything important against the picture.

What if I lose a PDF's password?

That file cannot be opened, because Scan Instantly does not keep the password. The scan itself is not locked, so if it is still in the app you can send it again.

I bought the unlock, but the app asks me to buy it again

In the app's Settings, under Unlimited Scans, tap Restore Purchase. Use the Apple Account you bought it with. The unlock stays with that account, so this also works after you delete the app or move to another device.

I want a refund

Refunds are requested from Apple, not from us, at reportaproblem.apple.com. A refund removes the unlock, and the limit on free scans applies again.

The app is in the wrong language

Change it in the app's Settings, under Language.