If your design has missing photos, this is because Popsa has lost access to their source location. This is usually due to unstable internet connection, or the photos themselves being moved or deleted from their source location.
A lightning bolt icon in your design indicates a missing photo.
Connected apps and the Internet
Correct missing photos before ordering
If Popsa can't find the photos you've selected, an on-screen warning will notify you. This will prevent you from continuing with your order, giving you the opportunity to edit your design.
You can rectify the issue by following these steps:
- Tap a missing photo frame featuring the lightning bolt icon
- Select an image from your library and add it to your design
- Repeat this for each missing photo
Note The Lightning Bolt icon indicates a missing photo. Empty spaces are indicated with a Landscape photo frame icon, and could be intentional on your part. See empty spaces in your design for more information.
Correct missing photos after ordering
In some cases, orders will complete faster than photos can be uploaded. There are a number of reasons for this, and you should view the status of your order to ensure your photos have uploaded successfully. Please do not move, delete or disconnect the source of your photos until you confirm they have been uploaded.
If there are missing photos in your design after an order is placed, we'll email you so that you can edit your design within the one-hour grace period.
If you haven't removed photos from your device, but they're failing to upload, you can resume photo uploads that have stopped working.
Reorder your design
If you're unable to resolve missing photo issues with the steps above, please contact our customer service team.
- Help you identify the location of your missing photos
- Ask you to duplicate your design
- Provide you with a voucher code for the cost of your order
- Help you either replace a photo or delete a photo in the missing frame
- Ask you to enter the voucher code to reorder your design
Icons and their meaning
|What it means
|How to correct
|Internet connection unavailable
|Apple Photos or iCloud issue
|Google Photos unavailable
|Photos not on this device
|Popsa server can't be found