Not getting photos you think should be coming in? Don’t worry - continue scrolling to follow the step by step instructions to find out why. Please note, the steps vary slightly between the app and website.
Step One
Ensure your camera is Active on your account. If you haven’t activated your camera please click HERE for that process. Once activated, tap the Profile Icon, then select Manage Devices. If it has been activated successfully you should see your camera listed.
If your camera has been activated but has not connected yet, you will see it listed under MANAGE DEVICES. Your camera WILL NOT show up under the DEVICES tab until it has successfully connected.
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Step Two
Check the status and last connection date. Your camera is required to check in at least once every 24 hours as long as it is on and has sufficient battery life and signal. If your camera stopped sending pictures, and it has been MORE than 24 hours since the last time the camera checked in, then you will need to restart the camera to re-establish connection.
Step Three
Ensure you have photos available on your plan. If your picture allotment has been maxed out then you will stop receiving photos until your plan’s monthly cycle resets, you upgrade your plan, or purchase additional pictures. See below for how to view your picture count from the app.
Step Four
Make sure your billing is up to date. Ensure that your billing information on file is correct and up to date. From the app your information can be found under Profile > Credit Card Information.
Step Five
Ensure your signal is good. While your camera can and will transmit with low signal, that can also be the reason your camera loses it's connection. If your camera loses connection and is not able to re-connect on it's own within 24 hours of it's last connection, then refer to STEP TWO above and you will need to power cycle the camera.
When mounting or re-mounting your camera, make sure to get pictures uploaded from several different locations, even if just moving a few feet. Once you receive an image from the new location, check the camera's signal strength from that connection in the new area. You want to try and find the spot that provides you with the strongest signal.
Step Six
Check your camera’s battery life. Small surges of power are required to transmit photos. If your battery life is on the lower end be sure to to replace them with our recommended batteries.
Step Seven
Reset your gallery search filters. Double-check the search filters on your gallery page and reset them if necessary. If you have search parameters selected in your gallery, then you will only see those pictures. To clear the search filter, be sure and select Clear and then Apply. The red filter bubble should disappear.
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Step Eight
Check your camera’s settings and upload frequency. For example, if your upload frequency is set to 1/Day, then you will only be receiving picture uploads one time per 24 hours. See below for how to find that setting option from the app.
Step Nine
Refresh your App. Slide your thumb down your phone’s screen from the gallery page (or any page) to refresh. This will help pull down any pictures recently taken if they are available, and update any camera information that might have recently changed, like your camera's recent activity. Or, if viewing from moultriemobile.com, simply click ‘Filters’ and then click ‘Reset’.
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