Not getting photos you think should be coming in? Don’t worry - just watch our video below, or continue scrolling to follow the step by step instructions to find out why. Please note, the steps vary slightly between the app and website.
Watch Our Video
Ensure your camera is Active on your account. If you haven’t activated your camera please click here for that process. Once activated, go to the Devices tab from your gallery page and you should see your camera listed if it has been activated.
Check the status and last connection date. As shown above, if your camera is Active, and it has been MORE than 24 hours since the last time the camera checked in, then you will need to be with the camera to reboot and format the SD Card.
Ensure you have a recommended SD Card, and it’s formatted. SD Cards can sometimes become corrupted with picture data. If your camera is showing activity WITHIN a 24 hour period, please reformat the SD Card from your camera settings. The next time your camera performs it's required 24 hour check-in, it will receive the one-time instructions to format the card. See below for how to format your SD Card from the app.
If it has been over 24 hours since the latest activity you will need to format the SD Card from the camera itself.
Be sure to have a new set of batteries with you at all times.
Even though you haven't been receiving transmitted pictures, your camera is likely still taking them and storing them on the SD Card. To prevent deleting any pictures you may not have received since the last connection, you will want to swap out the SD Card with a new one, and then take the old home to view those pictures on your computer or laptop.
Edge Cameras do not require an SD Card so the format option is not available.
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.
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.
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 after that connection. You want to try and find the spot that provides you with the strongest signal.
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 the recommended Moultrie or Energizer batteries, lithium or alkaline.
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.
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.
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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