Media files do not appear in Alight Motion

Apple product (iPhone or iPad)

If you’re using an Apple product (iPhone or iPad), and the media files on your device do not appear in Alight Motion, please check the following to make sure that all the permissions are set correctly:

1. Please make sure that in the App Settings of Alight Motion, "Demo Mode" is off.
2. Please make sure that there are compatible files in your camera roll or in the Files app in the Alight Motion folder for the app to see.
3. Please make sure that Alight Motion has permission to access your content. To check the app’s permission settings on an iPhone or iPad, please go to the Settings app, then find Alight Motion. Please make sure that “Photos” is set to “All Photos,” and that “Media & Apple Music” is turned on. 
4. Please confirm that the file that you are seeing is actually on your device. Files that are in cloud services may not be accessible to Alight Motion. Sometimes, when devices are full, they may send media to the cloud leaving only the thumbnail to save space. Please confirm that this is not the case.
   

Android device

If you are using an Android device, and the media files on your device do not appear in Alight Motion, please check the following to make sure that all the permissions are set correctly:

1. Please make sure that in the App Settings of Alight Motion, "Demo Mode" is off.
2. Please make sure that Alight Motion has permission to access your content. Please go to the Settings app on your device, tap Apps and then Manage Apps, and find Alight Motion. Please make sure that Alight Motion is allowed to access your media files. The location of this setting may be slightly different depending on your device.

We hope these steps help you! If you have checked all of the above and you’re still not able to see your media files in Alight Motion, please contact us at support@alightmotion.com! Please let us know what happened when you checked each of the steps above, and please also show us where your content is located.

Please also make sure to reply to any auto responses you may receive, and carefully follow instructions from our support team, so that we can address your concerns! Our normal response time is 1 to 3 business days, due to the volume of tickets we receive, but may be longer during the holiday season (our support team follows Korean and Indonesian public holidays).