Step 1 — Confirm the record itself has synced
Media only uploads after its parent record syncs.
Open the Record List on your device.
Look at the status icon next to the record. For a full explanation of each icon, see Record List View in the iOS App or Record List View in the Android App.
If the status shows Not Been Synced or Failed to Sync, tap Sync and resolve any errors before continuing.
If the status shows Attachments Are Not Synced, the record itself has synced, but its photos or videos have not. This usually means your attachment sync settings are limiting uploads (for example, Wi-Fi only) or the connection is poor or intermittent. Check your sync settings and connection, then try syncing again.
Note: Media attached to a record cannot upload until the record itself has successfully synced. Always resolve record-level sync issues first. The Attachments Are Not Synced icon specifically flags records where this has already happened but the media is still pending.
Step 2 — Confirm the app is Active
Inactive apps do not sync with mobile devices at all — this affects both records and media.
Go to the app in the web app.
Open the app's Advanced Settings and check the App Status.
Confirm the status is Active, not Inactive.
Setting an app to Inactive removes it from mobile devices entirely and stops it from syncing. If the app was made inactive while unsynced records or media were still on a device, you must set it back to Active before that data can sync to the web app.
Step 3 — Check your connection and media size
Large videos can take several minutes to upload and require a stable Wi-Fi connection.
Keep the app open and the device awake until the upload finishes. Closing the app or letting the device sleep mid-upload can interrupt the transfer.
Step 4 — Check available media storage
If your organization is at its media storage limit, new uploads will fail. You can review and increase your storage limit from Billing → Manage Storage in the web app. See Increasing Media Storage for full steps.
Step 5 — Still missing after 24 hours?
If you've completed all of the steps above and the media still isn't appearing after 24 hours, use the table below to identify the likely cause before contacting Support.
Symptom | Likely cause | Next step |
Record synced, media still missing on web | Stuck or failed media processing | Contact Support (see below) |
Video plays then freezes | Possible file corruption | Contact Support with the list of affected records |
"Not Been Synced" or "Attachments Are Not Synced" never clears | Record-level or attachment-level sync error | Resolve the sync error first, then contact Support if it persists |
Contacting Support
If media is still missing, reach out with the following information. This lets Support check the server-side upload and processing status directly.
Your app name
The affected record ID(s)
The approximate capture date
Your device model and app version
Notes
Media always uploads after its parent record, never before. A record stuck in a sync error state will block all of its attached media from reaching the web app.
The Attachments Are Not Synced icon is distinct from Not Been Synced or Failed to Sync — it means the record has already synced but its media is still pending, often due to attachment sync settings (such as Wi-Fi only) or a poor connection.
Making an app Inactive removes it from mobile devices and halts all syncing — including any records or media still pending upload. Set the app back to Active to allow that data to sync.
Large video files are the most common cause of slow or stalled uploads, especially on unstable or cellular connections.
Media storage limits apply at the organization level, based on your plan's included storage plus any additional data blocks purchased. Reaching the limit will block all new uploads across every app until storage is freed or increased.