Symptoms
- You cannot find a recording in the Plaud App.
- File loss can happen for several reasons, so check the points below first.
Most missing files come down to one of three causes: the transfer to the Plaud App didn't finish, you're logged in to a different account than the one the device is bound to, or the file's timestamp shifted after the device ran out of battery. Run the checks below in order.
Steps
- Confirm the recording succeeded. Check whether the recording was actually captured on your device.
- Check the file transfer and timestamps. Confirm the device transferred the file to the Plaud App. Look on the file page for any file that might match the missing one, such as by recording duration. When the device runs out of power, its internal clock stops, which can affect the date and time shown for a file.
- Verify your account and Private Cloud Sync. If you have several Plaud accounts or devices, make sure you log in to the account the device is bound to, and turn on Private Cloud Sync in the Plaud App to synchronize files automatically.
- Check your Usage history. If the file was transcribed, tap Usage history to locate it.
Tried everything above?
If the checks above didn't bring the file back, these deeper checks cover the less common causes:
- Check another device on the same account. If you use the Plaud App on more than one phone or tablet, the file may sit on the other device and hasn't finished syncing. Open the Mobile App there and keep it open on a stable network for a few minutes.
- Think back to recent changes. A re-login, Mobile App update, phone change, or reinstall right before the file went missing is an important clue. Note it down before reaching out.
- Export your app log. The log lets us trace what happened to the file. See How to export a log file in the Plaud App for the steps.
If the issue persists
If you still cannot find the file after all the checks above, submit a request and include the following in one message so our support team can investigate without extra back and forth:
- The account email, your login method (Apple, Google, or email), and the device model bound to the recording
- The approximate date, time with time zone, and duration of the missing recording, and how many files are missing
- Any recent change you noticed, such as a re-login, Mobile App update, phone change, or reinstall
- Your Plaud App version, the exported log file, and a screenshot of the file list where the recording should appear