Don't panic: your videos are most likely safe
If you finished an event and can't see your videos in the gallery, in the vast majority of cases they are not lost: they're still stored in the Snap360 Local Gallery, waiting to be synced. Follow this guide in order and you'll recover them.
Why does this happen?
The internet connection failed or was unstable during the event.
The app doesn't have full permission to save to your device's gallery.
Syncing was interrupted (the app was closed, the phone locked, or the battery ran out).
Step 1 — Look for your videos in "Offline Videos"
This is the first place to check, and it solves most cases:
Open Snap360 and go to the event where you recorded.
Go to Content Management › Offline Videos.
If your videos are there, select them and tap Sync Now, keeping the app open on a stable Wi-Fi connection.
Full step-by-step guide here: Offline video synchronization.
Step 2 — On iPhone or iPad, check your photo permissions
If your videos aren't backed up to your gallery, it's almost always a permissions issue. Snap360 needs Full Access to your photos. How to enable it: Step-by-step guide to back up your videos on iOS.
Step 3 — If syncing won't move forward
Restart the app: close it completely and open it again.
Check your connection: use a stable Wi-Fi; if it fails, try mobile data.
Restart your device: this clears temporary sync issues.
Are you in Spain during a football match? It may be a temporary network block by your internet provider — switch to mobile data while the match lasts.
Important in the meantime
Until you recover your videos, do not clear the cache or uninstall the app: unsynced videos live in the Local Gallery and you could lose them.
Still can't find them?
Write to us through this chat with the event name, the date and your device model. With that information we'll locate them much faster.