Troubleshooting

Step-by-step fixes for common issues on web and mobile.

Missing Verification or Reset Email

1. Check your spam or junk folder.
2. Wait a few minutes — delivery can be delayed.
3. Confirm you entered the correct email address.
4. Request the email again from the login screen.
5. Try a different email provider if it still does not arrive.
6. Contact support if none of the above works.

Upload Stuck or Failed

On web:

1. Check your internet connection.
2. Open the upload tray and click Retry on failed items.
3. Try uploading fewer files at a time (5–10 per batch).
4. Confirm the file type is [supported](./library.md).
5. Confirm the file is within the [size limit](./library.md) for your plan.
6. Clear your browser cache and try again.

On mobile:

1. Check your internet connection — use Wi-Fi for large uploads.
2. Re-import the file and try again.
3. Try uploading one file at a time to isolate the issue.
4. Force-close the app and reopen it.
5. Make sure the app is updated to the latest version.

File Type Not Supported

Stashii blocks executable and system files (.exe, .dll, .bat, .sh, etc.) for security.

1. Check the file extension against the [supported types list](./library.md).
2. If the extension looks valid but the upload still fails, the file's internal signature may not match. Re-export the file from its source application.
3. Rename tricks do not work — Stashii validates both the extension and the file signature.

Storage Full

1. Check your usage in Settings → Storage (web) or Settings → Data & Storage (mobile).
2. Delete files you no longer need — they go to [Trash](./trash.md) first.
3. Open Trash and choose Delete Forever to reclaim space immediately.
4. Or upgrade your plan for more storage. See [Billing and Plans](./billing-and-plans.md).

Cannot Share with a Person

1. Open [People](./people.md) and confirm the contact exists.
2. Make sure the contact has a valid email address — invite sharing requires one.
3. Open the Share modal on the item and retry the invite.
4. Ask the recipient to check their spam folder.
5. If the issue persists, remove and re-add the contact, then try again.

Shared Link Not Opening

1. Confirm the full URL was copied (no truncation).
2. Check whether the link has expired — public links expire after 90 days.
3. Open the Share modal and click Renew to generate a new link.
4. If it is a People share, verify the recipient has the correct access permissions.
5. Try opening the link in a different browser or incognito window.

Item Missing from Library

1. Check you are in the correct folder — use breadcrumbs to navigate.
2. Clear any active search or filter terms.
3. Check [Trash](./trash.md) for recently deleted items.
4. If the item was in a project, removing it from the project does not delete it from your Library — check the root Library folder.

Cannot Create More Spaces or Projects

You may have reached your plan limit.

1. Check your limits in Settings → Billing (web) or your account details (mobile).
2. Delete unused [Spaces](./portfolios.md) or [Projects](./projects.md) to free up slots.
3. Or upgrade your plan for higher limits. See [Billing and Plans](./billing-and-plans.md).

Accidental Deletion

1. Open [Trash](./trash.md) — web: sidebar; mobile: Settings → Trash.
2. Find the deleted item.
3. Select it and tap or click Restore.

Trash keeps items for 30 days. After that, they are permanently removed and cannot be recovered.

Mobile App Crashes or Blank Screen

1. Force-close the app and reopen it.
2. Check for app updates in the App Store (iOS) or Google Play (Android).
3. Restart your device.
4. If the issue persists, uninstall and reinstall the app.
5. Log back in — your content is stored in the cloud and will sync back.

Content Not Syncing Between Devices

1. Check your internet connection on both devices.
2. Pull to refresh on mobile, or reload the page on web.
3. Log out and log back in to force a full sync.
4. Confirm you are using the same account on both platforms.

Slow Uploads

1. Test your internet speed — uploads need stable bandwidth.
2. Upload fewer files at a time.
3. Avoid uploading over a VPN if possible.
4. On mobile, switch to Wi-Fi instead of cellular data.
5. For large videos, confirm your plan supports the file size.