> ## Documentation Index
> Fetch the complete documentation index at: https://help.truerestore.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# A photo is missing or marked lost

> What to check before assuming a photo is gone, and what to do when the app says a photo is no longer on your phone.

**Who it's for:**TechnicianProject LeadAdmin

**Available on:**Mobile

A photo that looks missing is usually still waiting on your phone, or already uploaded and just not downloaded to this device yet. Work through these checks before you retake anything.

> [!WARNING]
>
> Don't log out or uninstall TrueRestore while you investigate. If the photo is still waiting to upload, your phone may hold the only copy. See [Before you log out, reinstall, or change devices](https://help.truerestore.ai/articles/before-you-log-out-reinstall-or-change-devices.md).

## What to check, in order

1. **Look on the web app.** Open the job and the location in a browser. The photo may already be there.
2. **Check Offline Data.** Tap the gear icon in the bottom bar and select **Offline Data**. If the photo is listed as waiting, it's still on your phone — follow [A photo or reading seems stuck syncing](https://help.truerestore.ai/articles/a-photo-or-reading-seems-stuck-syncing.md).
3. **Update TrueRestore** to the latest version from the App Store or Google Play.
4. **Let sync finish.** Stay on strong Wi-Fi with the app open until Offline Data shows **All data synced**, then check again.
5. **Contact Support** if the photo is still missing. See [What to send Support about a mobile issue](https://help.truerestore.ai/articles/what-to-send-support-about-a-mobile-issue.md), and include roughly when you took the photo.

## A photo shows as no longer on this phone

If a post on your phone shows an "unavailable" image in place of the photo, the photo's file was removed from the phone before it could upload — for example by deleting and reinstalling the app. That photo can't be recovered and won't appear on the web app, so retake it if you can.

## A photo shows a placeholder instead of the image

A photo that has uploaded but hasn't downloaded to your phone yet shows a placeholder rather than a blank tile. It isn't lost. See [Understanding sync status](https://help.truerestore.ai/articles/understanding-sync-status.md).


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