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, since 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 that works.

Didn't Get Your Phone Verification Code

If the 6-digit code text does not arrive:

1. Tap Change number and confirm the country and digits are correct.
2. Wait a minute, then tap Send code again.
3. Make sure your phone has signal and can receive texts.
4. If you see "this number has already been used to verify the maximum number of accounts," try a different number.
5. Still stuck? Tap Contact support on the verify screen.

Upload Stuck or Failed

1. Check your internet connection (use Wi-Fi for large uploads on Mobile).
2. Open the upload tray and click Retry on failed items (Web), or re-import the file (Mobile).
3. Upload fewer files at a time, 5 to 10 per batch (Web), or one at a time to isolate the problem (Mobile).
4. Confirm the file type is supported and within the size limit for your plan.
5. Clear your browser cache (Web), or force-close and reopen the app and make sure it is up to date (Mobile).

File Type Not Supported

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

1. Check the extension against the supported types list.
2. If the extension looks valid but the upload still fails, the file's internal signature may not match. Re-export it from its source application.
3. Renaming does not help, because Stashii validates both the extension and the file signature.

Storage Full

1. Check usage in Settings > Account (Web) or the Account screen (Mobile).
2. Delete files you no longer need. They go to Trash first.
3. Open Trash and choose Delete Forever to reclaim space immediately.
4. Or upgrade your plan for more storage. See Billing and Plans.

Cannot Share with a Person

1. Open People and confirm the contact exists.
2. Make sure the contact has a valid email address, since 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 it persists, remove and re-add the contact, then try again.

Shared Link Not Opening

1. Confirm the full URL was copied.
2. Check whether the link has expired. Public links expire after 90 days.
3. Open the Share modal and choose Renew to generate a new link.
4. For a People share, verify the recipient has the correct access.
5. Try a different browser or an incognito window.

Item Missing from Library

1. Check you are in the correct folder, using breadcrumbs.
2. Clear any active search or filter.
3. Check Trash for recently deleted items.
4. If the item was in a project, removing it from the project does not delete it from your Library, so 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 or Projects to free up slots.
3. Or upgrade your plan. See Billing and Plans.

Accidental Deletion

1. Open Trash (sidebar on Web, Settings > Trash on Mobile).
2. Find the deleted item, select it, and choose 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 updates in the App Store (iOS) or Google Play (Android).
3. Restart your device.
4. If it persists, uninstall and reinstall the app.
5. Log back in. Your content is stored in the cloud and syncs 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 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, use Wi-Fi instead of cellular data.
5. For large videos, confirm your plan supports the file size. See Billing and Plans.