Troubleshoot connection and synchronization issues

A project that appears on mobile but not in the portal may be linked to a different account, an incomplete sync or an interrupted connection.

Check the account

Make sure the mobile app and the portal use the same sign-in email address. Also check project access permissions and subscription access.

Check the network

Restore a stable connection on the device, then return to the mobile home screen: synchronization runs automatically. If a clock appears, tap it to find out why data is waiting.

Wait for the operation to finish before looking for the project in the portal. If you have just made changes on two devices, review the data before continuing.

A project is missing from the portal

Check the full list, including archived projects. Refresh the portal’s list. Do not assume that a locally saved project is available in the cloud without confirmation.

Repeated failures

If data remains pending despite a stable connection, note the displayed message and contact support. If only photos are missing, also check account permissions: syncing photos requires a Pro subscription.

Do not uninstall the app or delete its local files or projects to force recovery before preserving the information you need.

Contact support

For a persistent issue, send support useful, non-confidential details: platform (Android/iOS/web), app version, action taken and the displayed error message. Never send your password.

See Sync projects and Work offline.