AT&T PHOTO STORAGE NOT WORKING!!

Let's look into your AT&T Photo Storage App for you @DiscardedTenpura!

Please let us know what type of device you are currently using to better assist you. If you haven't already please make sure your Device Software is updated to the latest software to keep up with application updates.

Also, have you tried accessing the app online? Let us know. Try switching browsers and clearing your cookies and cache on your browser settings. This resets your device. Lastly, make sure you have enough space on your device as this is known to cause application concerns. 

We hope this helps! Reach back to us if you have additional questions!

Rhoda, AT&T Community Specialist

Hi,

Did you ever get this resolve? Having the same issue I tried resetting password via web and still not able to. Help I have priceless memories and want my photos back!

I can’t login to my at&t storage photo app and I can’t login to my account it keeps saying oops something went wrong on our end please try logging in again and I have been trying for two days and I have priceless memories and I can never get them back and I want to get them back so please help me get back into my account 

ok glad im not the only one having this problem now, im getting the same messages oops something went wrong on our end please try logging in again.. and ive tried to log back in, nothing, i can access my photos online so I know the account isnt cancelled.. i reached out to chat, and they said to send in an email, ive sent in 4 emails so far with screen shots and no response like nobody really cares..   gotta love it

no help for the rest of us lol jk 

im guessing we are all using Iphones 

Hello @S_husar, this definitely is not the experience we want you to have when using our AT&T Photo Storage app. We will be glad to assist you with this concern! 

Before going into the troubleshooting steps for the application, are you currently signed up for the AT&T Personal Cloud? The AT&T Photo Storage app is only available to customers who have this on their account and there is a subscription fee starting at $4.99/month after a 30-day free trial. 

If you are not signed up for this on your account, then you will not be able to use it, unless you were to sign up for it. If you would like more details on this, we have a page on our website that talks in further detail about our AT&T Personal Cloud add-on. 

However, if you do have this on your account already, and are still having issues accessing the app. You will need to log in with your AT&T account credentials. You can find this information in your MyATT app and looking at your login credentials. 

If you know you are entering the correct information and are still not able to log in, what is the error message that it is providing you when you log in? 

We can take a deeper look into the issue depending on what error message you are receiving. 

If you have further questions or concerns, feel free to reach out as well! We hope this is a helpful starting point if your concerns are not resolved yet, and we will be looking forward to your response! 

DylanD, AT&T Community Specialist

I am having the same problem as @S_husar and I read your response @ATTHelp about having to have AT&T Personal Cloud in order to use the Photo Storage app. I have AT&T Protect Advantage on my account and one of the features states “Unlimited photo and video storage”. I have been using the Photo Storage app for a couple of years with no issues, until about 3 days ago. If I understood correctly, are you saying I now have to also pay for Personal Cloud to have the right to use the Photo Storage app, even though I’m already paying for it with Protect Advantage?🤔

Hello, BuffaloMariner, we'd be more than happy to address your Photo Storage app not working.

If you have AT&T Protect Advantage already on your account, then it's not necessary to download the Personal Cloud, since AT&T Protect Advantage includes unlimited photo and video storage. 

Our first recommendation would be to uninstall and then reinstall your Protect Advantage app. Next, you can use this resource to clear up cache and memory space from the app. 

Clearing cached data can free up needed space by removing temporary files from your device. This is a short-term solution and, over time, cached data will build up again and will need to be cleared.

1. From your device screen, select Settings.
2. Select Apps or Application manager (this may vary by device type).
3. Select the app, then select Clear cache.

Clear the app’s data
Clearing all of an app's data may resolve some issues. Caution: Any data saved in this app will be erased.

1. From your device screen, select Settings.
2. Select Apps or Application manager (may vary by device type).
3. Select the app from the list, then select Storage > Clear data.

Also, please let us know of the error message that you see, when accessing your AT&T Protect Advantage app. 

Please let us know if this helps. If not, we can continue offering you further assistance. Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

Same problem here. I’ve deleted & reinstalled the app 3 separate times and every time I type in my email address, I get the message: “Oops. Something went wrong. Your request cannot be completed at this time.” I tried logging in online too and I get the message: “Something went wrong. Try again later.”

same problem here, looks like it started around June 11th.. ive also removed the app three times now, reinstalled tried to sign in and same message, ive talked to chat support and they were like, well we dont see any issues with the server and im like ok but i see other people having the problem and the only thing they could say was email support, which i did, 4 times now with screenshots and no one has responded..  real nice huh 

I am having the same problem too.

Good morning @REDSOXFAN28, we know how urgent it is that your photos are backed up, and we are here to help!

Could you tell us the model of your device? This will help guide us in our troubleshooting.

Are you accessing it through the app? You can also view your photos online in the meantime.
 

We look forward to hearing from you!

Joseph, AT&T Community Specialist

I am using an iPhone 12

I’ve un installed reinstalled cleared history ect 

Hello, Echo121275, we're here to help you with signing in to your Photo storage. 

There was an app that was discontinued years ago, called AT&T Cloud, which offered free cloud storage.  So you can access your photos in two new ways:

1. You can download our AT&T Personal Cloud, which offers a 30-day free trial and is $4.99 a month after the trial period ends. 

2. You can download the Photo storage app, which is included with Protect Advantage. 

For more information and context, you can view this forums thread, on accessing photos from the old Photo Storage app. 

Please let us know if this helps. If not, we can continue offering you further technical assistance. Thanks so much for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

I’m referring to the photo storage app through Asurion I pay for. 

We understand the importance and urgency to access your Photo storage via Asurion, Echo121275.

Since you indicated that you have already reinstalled/uninstalled the app and cleared the history, we recommend performing a software update on your device. 

Doing so ensures that you have the latest features downloaded to your device. 

1. Go to Device Support.
2. Choose or change the device brand and model.
3. Select Device diagram.
4. Scroll to More Device Help and select Software updates if it’s there. You’ll only see it if there’s an update for the selected device.

Please let us know if this helps. If the issue persists, we can invite you into a direct message for further assistance. 

Thanks so much for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

Recovering those photos is important, @Micharline. Let's help you find where those photos and videos prior to November 2021 are currently kept.

To view your photos prior to the date above simply sign in at AT&T Photo Storage as it's possible that those photos are stored on the app, and you just have to sign in to access them. You will want to sign in to check if your photos and videos are there.

After opening the AT&T Personal Cloud app follow these instructions.

Restore cloud content to your phone

1. Open the AT&T Personal Cloud app.
2. Tap the menu (3 lines), then choose Settings (Gear icon).
3. Choose Tools, then Content Restore.
4. Tap the content category to restore.
   • Have an iPhone? You can restore photos, videos, and contacts.
   • Have an Android phone? You can restore photos, videos, contacts, music, documents, messages, and call logs.
5. Select Restore.

There are more details at Manage your AT&T Personal Cloud content. Make sure to check out the FREQUENTLY ASKED QUESTIONS.

Remember, whether you have Apple or Android, your photos should be stored on either Apple's iCloud or Google's photos.

Try this and let us know how it goes. We want you to be able to find those pictures and videos you were just viewing the other day.

Thank you for reaching out to AT&T Community Forums.

Ashley, AT&T Community Specialist