How can we help?
Answers to the most common questions, and a real person when you need one.
We usually reply within two business days. Tell us your phone model and Android version, and add a screenshot if you can.
Scanning
How do I get the cleanest scan?
- Put the page on a darker, plain surface so its edges stand out.
- Use soft, even light and avoid your own shadow; turn on the flash in dim rooms.
- Hold the phone above the page and let auto capture take the shot when the page is steady.
- Try Magic Color for colorful pages, No Shadow for uneven light, and B&W for text-only pages.
The edges weren't found correctly
Tap Crop on the review screen and drag the corners or edges into place. Auto Crop tries again, and All keeps the whole photo.
How do I scan many pages into one PDF?
Switch the camera to Batch, capture every page, then tap the check mark. You can also add pages to an existing document with Add, and reorder them in Manage Pages.
How do I scan an ID card?
Choose ID Card in the camera. DocSensei asks for the front, then the back, and puts both on one page.
The camera doesn't open
DocSensei needs camera permission. Open Android Settings → Apps → DocSensei → Permissions → Camera and choose Allow only while using the app.
Text and search
Text recognition missed some words
Recognition works best on sharp, well-lit pages of printed text in Japanese or Latin-script languages such as English, German, French and Spanish. Handwriting and other scripts, such as Korean or Arabic, may not be recognized. If Japanese text comes out empty right after installing, stay online for a minute: Google Play services downloads the Japanese model once, and pages scanned meanwhile are read again in the background.
Why can't I search inside documents?
Searching the text inside your scans is a Premium feature. Searching by document title works for everyone.
Saving and sharing
Where are my files?
Documents live inside DocSensei. Save to Device puts PDFs in Downloads/DocSensei and images in a DocSensei album in your gallery.
Can I protect a PDF with a password?
Yes. Use Add Password in Tools, or PDF Password in a document's More menu. Keep the password safe: we can't recover it for you.
What's the "Scanned with DocSensei" line?
PDFs exported from the free version carry a small DocSensei line at the bottom. Premium exports don't have it.
Premium and billing
I paid but Premium isn't active
Make sure you're signed in to Google Play with the same Google account you paid with, then open DocSensei's Settings and tap Restore Purchase. If it still doesn't work, email us your Google Play order number (it starts with "GPA.").
How do I cancel my subscription?
- Open the Google Play Store app.
- Tap your profile picture, then Payments & subscriptions → Subscriptions.
- Choose DocSensei and tap Cancel subscription.
You keep Premium until the end of the period you paid for. Uninstalling the app does not cancel the subscription.
Can I get a refund?
Purchases are processed by Google Play, so refunds go through Google. You can request one from your Google Play order history. See Google Play's refund policy.
Accounts and backup
How does cloud backup work?
Cloud backup is part of Premium and needs a free DocSensei account. When you're signed in, your documents are backed up automatically, with 2 GB of space. If you're offline, backup waits and carries on by itself once you're connected. Each document shows a small cloud: backed up, waiting or failed. Switch Auto Cloud Backup off in Settings if you'd rather keep everything on your phone.
Can I see my documents on a computer?
Yes, with Premium. Go to docsensei.innovarestudio.com/app and sign in with your DocSensei account to see, open and save your backed-up documents. Documents and folders you locked in the app ask for your password first. If the site says you don't have Premium, open DocSensei on your phone once while signed in, then refresh the page.
I deleted a document by mistake
If it was backed up, open Me → Backup & Restore and look under Recently deleted. Deleted documents stay there for 30 days; tap Restore to bring one back.
I got a new phone
Install DocSensei, sign in with the same account, and restore your documents when the app offers to, or from Me → Backup & Restore. Tap Restore Purchase to bring Premium across.
I forgot my password
On the sign-in screen in the app, or at docsensei.innovarestudio.com/app, tap Forgot password and we'll email you a reset link. Check your spam folder if it doesn't arrive within a few minutes.
How do I delete my account?
In the app: Me → Privacy & Security → Delete Account. Or request deletion here.