If you log into Collect via a web browser instead of the app and content is missing, it sadly has not synced to our servers and is not retrievable. Your content can go missing in the cases mentioned below.
Your account has expired
- Collect accounts expire after one year of inactivity.
- Before expiry, we send three emails notifying you of the expiry.
- After your account has expired, any content stored on our servers is deleted.
You were using the Collect app without creating an account
- With the free version of Collect, an account is entirely optional, so it's possible that you used the app without creating an account.
- When using Collect without an account, unshared content is unique to each copy of the app and won't be stored on our servers.
- If you still have access to your old device with the content, you can move this over by creating an account on that instance of Collect.
Your files weren't synced to our servers
- When adding files to Collect, syncing issues can occur from time to time.
- This can happen when you close the app or have network issues during an upload.
- In such cases, your files will be stored locally until syncing can be resumed.
- If an unsynced board goes missing, it's usually caused by the app being deleted and re-installed, changing devices, or the app data being cleared.
Your content is not viewable
Video files are currently not supported for playback in Collect Web — but they're still there. To play these files, simply download the items and open them in another app. Video files are supported for playback in the Collect mobile app, so if you open the board in Collect for iOS or Android, you'll be able to play these files there.