My upload seems stuck

Most of the time, nothing is wrong. Your photos are waiting for a signal or for Wi‑Fi. Here's how to tell, and what to do.

You can leave the app

Uploading keeps going in the background. You can leave the Upload screen or switch to another app. When every photo has arrived, the app sends them for editing by itself.

"Waiting for Wi‑Fi"

You've turned off Upload over cellular data in the app's Settings. When it's off, photos wait for Wi‑Fi. To send them now, tap Send now using cellular data on the Upload screen, or turn the switch back on.

"No connection — we'll send when you're back online"

Your phone lost its signal. Nothing is lost. Photos already on their way carry on by themselves once you're back online. Any that stopped go again by themselves the next time you open the app with a signal.

A warning sign next to a photo

That photo didn't make it. Tap the Retry button on the Upload screen (for example, "Retry 2 failed"). On the Properties screen, the property shows "Needs attention" until it's sent.

Other messages you might see

• "Some photos never finished uploading." Tap Retry, then send again.
• "Processing is temporarily paused." Your photos are safe. Try again later.
• "We're busy today." Your photos are safe on this phone. Try again after the time the app shows (about 7 pm Eastern).
• "Too many shoots in the last hour." Wait a little while, then try again.
• "You've reached the free processing limit." Each photo you unlock on the website frees one spot. Or tap Contact support and we'll get you going again.

Don't delete the app yet

Until a photo has been sent, the only copy is inside the app. Keep the app until the property says "Sent for processing".

After you send

Once your photos are sent, the app says "We're on it". Photos are usually ready in about 6 hours. The website shows "Processing — ready in ~6 hrs" until then. We'll email you when they're ready.

If a property still says "Needs attention" on the website, a photo couldn't be finished. It won't cost you a token. Email support@cove.media and we'll re-send it for you.