My scan has disappeared or is missing from the app

If a scan has disappeared from the app, or you cannot find a scan you completed, the support team can look into it for you.

Before anything else, please do not delete or reinstall the Roomio app, and do not sign out. A scan that has not finished uploading may still be stored on your device, and removing or reinstalling the app removes it.

A few quick things to check

• Make sure you are signed in with the same account you used when you scanned.
• Check the Orders list in the app, and also at https://app.roomio.io in a browser.
• Make sure the device you scanned on is the device you are looking on.

What to send us

• Reply to your support email with these four things and the team can start looking straight away.
• Your device model, for example iPhone 15 Pro or iPad Pro 11-inch.
• Roughly when you did the scan, and roughly when you noticed it was missing.
• The address of the property you were scanning.
• Confirmation that the email address you are writing from is the same one attached to your Roomio account. If it is not, let us know which email your account uses.

What happens next

The team will look into what happened with that scan and come back to you. Keep the app installed on the device in the meantime.