OERENA

OERENA Scan support

How can we help?

Start with the checks below. If the issue continues, contact OERENA and include enough device and app information for us to reproduce the problem.

contact@oerena.com

Camera, photos or document import

  1. 1Allow the requested camera, photo or file permission in your Android or iOS settings.
  2. 2Use good lighting, keep the document flat and make sure the full page is visible before capture.
  3. 3For an existing image or PDF, choose it from the matching import tool instead of using the camera.

OCR, PDF or AI processing

  1. 1Use a clear source image or PDF with readable text and as little blur as possible.
  2. 2Cloud or AI-assisted tools need a working internet connection and may take longer for large documents.
  3. 3If a result looks incomplete, retry with a clearer page or a different supported scan mode.

Sign-in and account access

  1. 1Check your internet connection and sign in with the account you intend to keep using.
  2. 2If Google sign-in does not complete, close the sign-in sheet, reopen the app and try again.
  3. 3Do not send passwords, one-time codes or authentication tokens to OERENA support.

Subscriptions, credits and rewarded ads

  1. 1Use the same Google Play or Apple App Store account that owns the purchase when restoring access.
  2. 2Allow a completed purchase a short time to sync before retrying Restore Purchases.
  3. 3Rewarded-ad availability can vary by country, device and ad inventory. A reward is granted only after the required ad completion event.

Contact OERENA support

Include your OERENA Scan app version, Android or iOS version, device model, the feature you were using, the exact message shown and the steps that led to the issue. Never email passwords, purchase tokens, payment-card details or confidential document contents.

Email support

Privacy or data request?

Read the OERENA Scan Privacy Policy for information about document processing, advertising, analytics, purchases and privacy requests.

Open Privacy Policy →