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Upload Stuck at Certain Percentage When Importing Files in the App

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Updated over 2 months ago

🧐 What’s happening?

We’ve identified an issue affecting users in countries like Chile, Brazil, and Peru, where the upload freezes at a certain percentage when importing personalized files into the Snap360 app.

This issue occurs specifically when importing:

  • Background music

  • Intro or outro images

  • Custom frames

⚠️ Please note: this issue does not affect other app functions, only the import process, and is linked to intermittent Google server failures in these regions.

✅ Step-by-step solution

If you’re facing this issue, follow these steps to successfully import your files:

  1. Create your event as usual, but do not import any files yet.

  2. Go to the newly created event.

  3. Tap on ‘Customize Video’.

  4. Select the files you want to add (music, frames, intro/outro image, etc.).

  5. After selecting the files, turn off the device’s internet (Wi-Fi and mobile data).

  6. Tap on ‘Save’.

  7. Done! Your files will be saved correctly.
    ​

💡 Pro Tip

You can also use a VPN and connect to a different region (such as Colombia) before importing your files. This has helped many users successfully complete the process while the server issues persist.

💬 Still not working?

Don’t worry! If the issue continues, feel free to reach out to our support team. Please make sure to include a screenshot or copy the exact error message displayed on your screen, so we can assist you faster.

Thanks for using Snap360! We’re here to ensure your experience is always smooth — or better yet, 360° smooth.

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