Why are my items, folders, or photos not showing in the app?

If you are not seeing recently added items or photos on other devices, you may have issues with data syncing. Follow the steps below to sync your data and resolve the issue.

Full Sync Process

Please note: When closing the mobile app or quitting it altogether, a full sync will start when you resume your session. Depending on how many items you have in your inventory, this could take some time.

Step 1: Check Sync Status

1. Open the app and navigate Menu>Settings>Sync Inventory.


2. Verify the last synchronized time. If it was a while ago, press Full Sync.


Step 2: Troubleshooting Sync Issues

If a Full Sync does not solve the issue, try the following steps:

1. Check Internet Connection:

- Ensure you are connected to the internet. Using Wi-Fi is preferable to cellular data.

2. Verify Permissions:

- Ensure the user has the appropriate permissions to view the data.
- Members need explicit permission to view data in folders.
- If you are a Team Member, contact the account owner to confirm they have provided you with the correct access.

3. Update the App:

- Ensure you have the latest app version from the Apple App Store or Google Play Store.
- If you already have the latest version, press Full Sync again to force a sync.

4. Check Web Interface:

- Go to http://app.sortly.com and confirm if the data is visible there.
- Refresh the page if you are already logged in on the computer.
- Check the trash icon on the bottom left of the web interface to ensure files weren't accidentally deleted by another user.

Step 3: Contact Support

If the issue persists, please reach out to our support team here.


Reset App

If there is no new data on the phone that hasn't synced and you are experiencing issues, you can try logging out and back in to reset the app.

CAUTION: This will delete any information stored locally on the device that has not yet been uploaded to the cloud. Proceed with caution, as data cannot be recovered once deleted.

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