Insta360+: Unable to View Cloud Media or Subscription Information After Logging in to an Account with an Active Cloud-storage Plan

Insta360+: Unable to View Cloud Media or Subscription Information After Logging in to an Account with an Active Cloud-storage Plan

Applicable Models: X2, X3, X4, X4 Air, X5, and Ace Pro 2

Description

After purchasing the Insta360+ Cloud Service, the following issues may occur when logging into the Insta360 app or Insta360 Studio:

• Unable to view cloud media
• Unable to view subscription information, prompted to subscribe
• Unable to view the uploaded media after logging into the account
• Unable to view the subscribed cloud service, etc.

Solution

Step 1: Confirm cloud service binding status

Please power on the camera, swipe down from the top of the screen to access the "Shortcut" menu > swipe right to find "Sync Settings"> tap the "Personal Center" icon in the top right corner to view the account bound to the camera.

Step 2: Verify account consistency

• If the cloud service is not bound to the camera, first try logging in to the Insta360 app or Insta360 Studio with the account used to purchase Insta360+ Cloud Service and complete the binding process. If the access to Insta360+ Cloud Service is still unavailable after logging in, please contact Insta360 Customer Support for assistance.
• ​​If the cloud service is already bound to the camera, but the media cannot still be found in the Insta360 app or Insta360 Studio, follow the steps below to resolve the issue:
  1. Verify account consistency: Power on the camera > swipe down from the top of the screen to access the "Shortcut" menu > swipe the screen to the right > tap "Sync Settings" > tap the "Personal Center" icon in the top right corner to view the account bound to the camera. (i.e., the cloud service subscription account) is the same as the one logged into the Insta360 app or Insta360 Studio.
  2. Re-login: Otherwise, log out of the current account and sign in with the correct account.
• For special accounts:
  • If the bound account is an email ending with privaterelay.appleid.com, log in directly with the corresponding Apple ID.

  

  • If the bound account is an email ending with virtual-insta360.com, log in with the WeChat account / phone number / Facebook used to purchase Insta360+.

  

If none of the above solutions resolves your issue, or if cloud service is not yet bound to your camera, and you cannot find Insta360+ even after logging in with your account, please contact Insta360 Customer Support for assistance.