If you are using the Free Plan, photos and videos shown on the timeline are displayed by reading data directly from your device’s photo library (gallery). They are not uploaded to the cloud.

For this reason, in the following cases, the corresponding photo/video data cannot be retrieved from the device, and "Cannot retrieve data from device" is displayed.

*Even in the Free Plan, photos clipped to Today’s Cover are uploaded to the cloud, so they will remain displayed even if data cannot be retrieved from the device.

Photo/video data was deleted from the device 

Please check if the corresponding photo/video data has been deleted from your device's photo library (gallery). If it has been deleted, it cannot be displayed in the app. If the data exists on the device but is not displayed, please check the next item.

Photo access permissions are no longer allowed 

Please check the settings with the following steps.

1. Tap [Menu] at the bottom right of the app screen.
2. Tap [Settings & Payment Information].
3. Tap [Data Acquisition].
4. Check if the [Photos] section is set to "Not Connected" or "Connected".
   ▶If [Not Connected]: Tap "Not Connected" and proceed to step 5.
   ▶If [Connected]: The settings are correct, so other causes may be considered.
5. Tapping "Not Connected" will open the device settings screen, so please allow "Full Access" (or "Allow All Photos") for photos.

If you want to see detailed setting methods for iPhone/Android, please refer to this help page.

You Changed Your Device (e.g., Upgraded to a New Phone)

If you are using the Free Plan and switch to a new device, photos/videos not clipped to Today’s Cover will no longer be displayed on the timeline.

*Even if you transfer the exact same photo/video data to the new device's photo library (gallery), it will not be displayed in the app.