Your content can go missing in the cases mentioned below.
Your account has expired
Collect accounts expire after one year of inactivity. Before expiry, we send three emails notifying you of the expiry. After your account has expired, any content stored on our servers is deleted.
You were using the Collect app without creating an account
With the free version of Collect, an account is entirely optional, so it's possible that you used the app without creating an account. When using Collect without an account, unshared content is unique to each copy of the app and won't be stored on our servers. In such cases, we lack visibility over the missing content.
Your files weren't synced to our servers
When adding files to Collect, syncing issues can occur from time to time. This can happen when you close the app or have network issues during an upload. In such cases, your files will be stored locally until syncing can be resumed. If an unsynced board goes missing, it's usually caused by the app being deleted and re-installed, changing devices, or the app data being cleared.
Here is what you can do to try and restore your content: Please log into Collect via a web browser (on your computer or mobile device) instead of the app, and check whether you can see the missing content there. Any content you don't see in the web version has sadly not synced to our servers and is not retrievable.
You're logging into your Collect account on a new device
If you've changed devices before, the missing content was synced on your old device. This means that the missing content isn't stored on our servers. If you still have access to your old device, you can move this content over using these steps: Open Collect on your old device, and ensure you're logged into your account (or create an account if you don't have one) and wait for each board to sync.
If you don't have access to your old device in its original state, we regret to confirm we're unable to recover any unshared content for you.