Why Have My Captures Have Disappeared?

If you’re logged into the device with which you created captures but cannot see them in your Polycam account, it’s possible that you’re logged into a different account than the one used to create those captures. 

Steps to Retrieve Missing Captures

1. Verify Your Account: Ensure that you’re logged into the correct Polycam account

2. Check Device and App Settings: Once you’ve confirmed the correct account, perform the following checks:

  • Check Internet Access: Confirm that your device is connected to the internet.

  • Update Polycam App: Make sure you are using the latest version of the Polycam app. Check for updates in the App Store (iOS) or Google Play Store (Android).

  • Verify Capture Data on Device:

    • For iOS: Go to iPhone Storage in your device settings, locate the Polycam app, and check the amount of storage it’s using. If it’s using more than 100 MB, your data should still be present.

    • If Less Than 50 MB: If the app is using less than 50 MB, ensure that it hasn’t been recently deleted. If the app was hard-deleted from your device, all associated data would also be deleted. Unfortunately, we cannot recover files that have been deleted from your device.

3. Re-Login to the Polycam App:

  • Log Out: Log out of the Polycam app on your device.

  • Log Back In: Log back in to the same account you confirmed earlier.

    Important: When logging in, do not tap “Skip >” on the login screen. Instead, tap “Already have an account? Log In >”.