Scan5

📥 Download Help

Everything you need to download, open, and enjoy your scanned memories — even if you've never done this before.

📦 What is a ZIP file?

When Scan5 delivers your order, all of your files are bundled together into a single ZIP file. Think of it like a suitcase that holds everything packed neatly in one place — photos, slides, videos, or film scans, all in one download.

Once you download the ZIP and unzip (open) it, you'll find all your individual files inside, ready to view, share, or store however you like.

ZIP files end in .zip — for example: Smith_John_1001.zip

⚠️ Large Orders & Long Downloads
Orders with video, film, or a large number of photos can result in very large files — sometimes several gigabytes (GB). Please read this section before you start.

Check your available disk space first. Before downloading, make sure you have enough free space on your computer. A 10 GB ZIP needs at least 20 GB free — 10 GB for the download itself and another 10 GB to unzip it. To check your free space:

  1. Open File Explorer and click This PC on the left.
  2. Under Devices and drives, look at the free space shown under your main drive (usually C:).
  1. Click the Apple menu (top-left corner) → About This Mac.
  2. Click the Storage tab to see how much space is available.

Be patient — large downloads can take a while. On a typical home internet connection, a 5 GB file can take 10–30 minutes or more. Video and film scans are especially large. Let the download run without closing your browser, and avoid pausing or cancelling it partway through.

Tip: For the best experience with large files, use a wired (ethernet) connection instead of Wi-Fi if possible, and avoid downloading during peak hours.
🗂️ How to Open (Unzip) Your Files

After downloading, you need to unzip the file to access your photos and videos. Select your device below:

  1. Find the downloaded .zip file — it's usually in your Downloads folder.
  2. Right-click the file.
  3. Choose "Extract All…" from the menu.
  4. Choose where you'd like to save the unzipped files, then click Extract.
  5. A new folder will appear with all your files inside.
Windows 11 tip: If you don't see "Extract All…", try clicking "Show more options" at the bottom of the right-click menu first.
  1. Find the downloaded .zip file — it's usually in your Downloads folder (in the Dock or via Finder).
  2. Double-click the .zip file.
  3. macOS will automatically unzip it and create a new folder with all your files in the same location.
Mac tip: For very large ZIP files (several GB), the unzipping process may take a few minutes. You'll see a progress bar while it works.
Large orders are best downloaded on a computer. If your order contains video or many photos, the ZIP file may be several gigabytes — downloading and unzipping files that large on a phone can be slow and may fail. For large orders, we recommend using a Windows PC or Mac instead.
  1. Tap the Download button on your Scan5 download page. Safari will download the file — you may see a download indicator in the top-right corner of the browser.
  2. When the download finishes, tap the download indicator (the arrow icon near the address bar), then tap the file name to open it.
  3. iOS will open the Files app and automatically unzip the file, creating a new folder with all your files inside.
  4. Your files will be in the Files app under On My iPhone → Downloads (or iCloud Drive → Downloads if iCloud is set up).
  5. From there you can tap any photo or video to view it, or use the share button to save it to your Photos library.
Tip: To save videos to your Camera Roll, tap and hold the video file in the Files app → tap Share → tap Save Video.
Large orders are best downloaded on a computer. If your order contains video or many photos, the ZIP file may be several gigabytes — downloading and unzipping files that large on a phone can be slow and may fail. For large orders, we recommend using a Windows PC or Mac instead.
  1. Tap the Download button on your Scan5 download page. The file will download to your phone's Downloads folder.
  2. When complete, open your phone's Files app (called My Files on Samsung, Files by Google on Pixel and many others).
  3. Tap Downloads to find the ZIP file.
  4. Tap the ZIP file. Your phone will ask if you want to extract it — tap Extract or Unzip.
  5. A new folder will be created with all your files inside.
Don't see an Extract option? Try installing Files by Google — it's free and handles ZIP files on any Android phone.
🔍 Finding Your Files After Download

Can't find where the file went after downloading? By default, browsers save files to your Downloads folder.

  1. Open File Explorer.
  2. Click Downloads in the left sidebar.
  3. Or press Ctrl + J in your browser to open your recent downloads directly.
  1. Click the Downloads stack in your Dock (the folder icon on the right side).
  2. Or open Finder and click Downloads in the sidebar.
  3. Or press ⌘ + Option + L in Safari to open your downloads list.
❓ Frequently Asked Questions
What format are my scanned files in?

The file format depends on what you had scanned:

  • Photos & slides — high-resolution JPEG (.jpg) files
  • Home movies (VHS, camcorder tapes) — MP4 video files
  • Film reels (8mm, Super 8, 16mm) — MP4 video files

All files can be opened with apps that come built into Windows and Mac (Photos, Windows Media Player, QuickTime, etc.) — no special software required.

How long does my download link last?

Your link expiry date is shown on your download page. If your link has expired or you're unsure, email us at info@scan5.com and we'll help you out.

Want permanent access? Scan5 offers long-term cloud storage — look for the upgrade option on your download page.

Can I download my files more than once?

Yes — you can use your download link as many times as you'd like while it's active. We recommend downloading your files and making at least one backup (e.g. an external hard drive or a second cloud service like Google Drive or iCloud) so you always have a copy.

My download stopped or failed partway through. What do I do?

This can happen with large files, especially over Wi-Fi. Here's what to try:

  1. Go back to your download page and click the Download button again.
  2. If possible, switch to a wired ethernet connection and try again.
  3. Try a different browser (Chrome, Firefox, and Edge all handle large downloads slightly differently).
  4. Make sure you have enough free disk space — a failed download sometimes means the drive ran out of room.

If it keeps failing, email us at info@scan5.com and we'll find a solution.

My ZIP file says it's damaged or can't be opened. What do I do?

A "damaged" or "corrupt" ZIP usually means the download was interrupted before it finished. The file didn't transfer completely.

  1. Delete the incomplete ZIP file.
  2. Return to your download page and download again.
  3. Make sure you wait for the download to fully complete (100%) before trying to open it.

If it still won't open after a successful download, contact us at info@scan5.com.

I don't have enough space on my computer. What can I do?

A few options:

  • External hard drive or USB drive: You can save the download directly to an external drive with more space. Most browsers let you choose where to save files when you click Download.
  • Cloud storage: Services like Google Drive, iCloud, and Dropbox can store your files without using space on your computer.
  • Free up space: Empty your Recycle Bin / Trash and delete any large files you no longer need.
I downloaded and unzipped the file but the videos won't play. What do I do?

Most modern computers can play MP4 files without any extra software. If a video won't play, try these:

  • Windows: Right-click the file → Open with → Movies & TV or Windows Media Player.
  • Mac: Double-click should open it in QuickTime Player. If not, right-click → Open With → QuickTime Player.
  • All platforms: VLC Media Player is a free app that plays virtually any video format.
Can I share my files with family members?

Absolutely — that's one of the best parts! After downloading and unzipping your files, you can share them just like any other file:

  • Email individual photos to family members
  • Upload to Google Photos, iCloud, or Facebook to share with everyone at once
  • Copy to a USB drive to hand off in person

You can also ask Scan5 about Online Galleries — a way to share your memories with family on any device, streamed directly from the cloud.

Still need help?

Our team is happy to walk you through the download process. Just send us an email and we'll get back to you right away.

Email info@scan5.com