The short answer

In Settings > Sources, tap Refresh. If the count does not update within 60 seconds, reconnect the source. The OAuth token may have expired.

Five fixes that resolve 95% of sync issues

  1. Hard refresh. Tap the source chip in Library Mode, then pull down to refresh. Wait 60 seconds. Counts update.
  2. Check the source app. Open iCloud / Drive / Dropbox directly. Confirm the new clips are actually there. iCloud Photos sync takes 5 to 15 minutes for new uploads to propagate.
  3. Re-OAuth. Settings > Sources > tap the source > Reconnect. OAuth tokens expire after 30 to 90 days depending on the provider.
  4. Check storage permissions. On iOS or Android, confirm ENCORE has full library access (not just selected photos).
  5. Check tier limits. Free can connect 2 sources, Pro can connect 4, Studio+ can connect all 4 plus has higher sync rate limits.

When it is the provider's fault

  • iCloud: Apple rate-limits third-party apps. If you uploaded a lot at once, sync takes longer.
  • Google Drive: corporate accounts may block third-party access. Use a personal Google account or have your admin allowlist encore.app.
  • Dropbox: large folders (10,000+ files) sync slowly. Move recent footage to a smaller subfolder and reconnect to that path.

When to file a ticket

If you've done all five fixes and a source still doesn't sync after 24 hours, file a ticket from Settings > Help > Contact Us. Include the source type and your account email. We typically resolve in under 4 hours during business days.

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