Missing Photos in a CLOS Album? How to Fix It

If you finish a virtual photoshoot and some photos are missing from the album, the files almost certainly aren’t lost. They’re still sitting in the internal memory of the model or subject’s device, waiting to finish uploading to CLOS Cloud. A photo only appears in the album once it has fully reached the cloud, so a missing photo simply means the upload hasn’t caught up yet.

This page applies to sessions saved to CLOS Cloud. If the shoot was set to save to the model’s camera roll or the in-app CLOS gallery, no cloud upload is involved and the files stay on the device by design. See where CLOS photos are saved to confirm which destination the shoot used.

Where your photos actually are

During a shoot, every photo is written first to the internal memory of the model’s device. It stays there until it has fully uploaded to CLOS Cloud. How fast that happens depends on the connection:

• Fast, stable internet: photos upload in real time during the shoot.
• Slow or unstable internet: uploads run in the background after the shoot ends and the model leaves the virtual room.

So a missing photo isn’t gone. It’s a file that’s still on the device and hasn’t made its way up to the cloud. Once it does, it appears in the album.

What to check first

Two quick signals tell you where things stand:

• If the album shows “Model is still uploading photos,” the upload is in progress. The files are on the way.
• Any photo that already shows a preview or thumbnail in the album is fully uploaded, and you can download it right now. Only the ones without previews are still on the device.

How the model keeps the upload moving

If photos are still uploading, ask the model to:

1. Exit the virtual room if the shoot is over
2. Go to the app’s main screen
3. Keep the CLOS app open in the foreground
4. Keep the phone unlocked
5. Stay on a strong Wi-Fi signal

These let the device prioritize the upload instead of throttling it in the background. If the upload appears stuck, have the model restart the app — close it fully, then reopen it — and, if possible, move to a stronger Wi-Fi network to kick the transfer back into gear.

Why it can take time

Upload speed comes down to the connection and the files themselves:

• Connection quality — Wi-Fi is almost always faster and more stable than cellular.
• Number of files — more photos means more to move.
• File size — a single RAW frame can be up to 25 MB, so RAW shoots upload noticeably slower than JPG (see which format to choose).

On a strong connection, most uploads finish quickly. On a weak one, give the device time with the app open.

Never delete the app mid-upload

This is the one thing that turns a delay into real data loss. Photos that haven’t uploaded yet live only in the CLOS app’s internal storage. Deleting the app erases that storage, and any photo not yet in CLOS Cloud is permanently lost, with no way to recover it.

Tell the model to leave the CLOS app installed until every photo shows a preview in the album. Once all previews are visible, the upload is complete and the app is safe to remove.

For the full pipeline, see how uploading to CLOS Cloud works.