When an upload encounters a problem, your order may enter Issue status. Don’t worry — this just means the system needs your help to finish sending your files.
Below are the possible situations and what to do in each.
Summary Table
If You're Seeing | Situation | Result | Learn More |
| Upload failed, still logged in and have not refreshed the browser |
| |
| Upload failed, Browser no longer has access to original files or has been refreshed |
| |
| System hiccup after a successful upload | Resubmits order, Usually resolves issue immediately |
Case 1: Upload Failed — You’re Still Logged In
What Happened:
Your upload paused because the upload could not be completed. This can happen for a variety of reasons, typically due to an unstable internet connection or other uploads happening concurrently. In this case, your browser still has an active connection to CubiCasa, and we can simply resume the upload from where the transfer stopped.
What You’ll See:
The order will be in the “Issue” status. Clicking into the order will show two options Resume and Dropbox/Drive.
What To Do (Option 1 – Resume Upload):
Go to Order Details → Photo Editing.
Click Resume to continue from where the upload stopped.
The order will go to Uploading status
Once the upload is complete, your order will move to Pending status automatically.
What To Do (Option 2 – Send Dropbox/Drive Link Instead):
Go to Order Details → Photo Editing.
Click Dropbox / Drive.
Paste a file sharing link to a folder that contains all of the files for this order.
Note: It is critically important that the link contains all of the images you included when creating the order. We will not be able to complete the upload without the full set.
Click Send — Support will receive a ticket automatically and attempt to complete the upload for you.
(Optional) If you still wish to attempt to Resume/Retry then you are free to try and resolve the issue through those options. If the attempt is successful then we will automatically close the support ticket.
Example Video: Resuming an Upload
Case 2: Upload Failed — You’re Logged Out or Using a Different Device
What Happened:
The upload stopped, typically due to a network issue, and your previous browser session expired, or another user is attempting to upload the photos to complete the order. In this case, the system can’t automatically resume without reselecting the files that were included in the order.
What You’ll See:
An “Issue” message with two options Reselect Photos and Dropbox/Drive.
What To Do (Option 1 – Retry Upload):
Go to Order Details → Photo Editing.
Click Reselect Photos.
Locate and select all the original images from the same folder(s) you used during order configuration.
The system checks which files were already uploaded and resumes from that point.
If any are missing, it’ll list which ones need to be added.
Re-add the missing files, when all files are present the upload will start automatically
Note: The system resumes uploads by sending only the files that didn’t upload successfully before.
When the upload finishes, your order moves to Pending.
In this video, you'll see what it looks like to reselect the files from your order, including how to correct for any missing files.
What To Do (Option 2 – Send Dropbox/Drive Link Instead):
Go to Order Details → Photo Editing.
Click Dropbox / Drive.
Paste a file sharing link to a folder that contains all of the files for this order.
Note: It is critically important that the link contains all of the images you included when creating the order. We will not be able to complete the upload without the full set.
Click Send — Support will receive a ticket automatically and attempt to complete the upload for you.
(Optional) If you still wish to attempt to Resume/Retry then you are free to try and resolve the issue through those options. If the attempt is successful then we will automatically close the support ticket.
Example Video: Retry with Incomplete Photos
In this video, you'll see what it looks like to reselect the files from your order, including how to correct for any missing files.
If You Choose “Send Link” (Dropbox/Drive Option)
When To Use It:
If repeated retries fail or you can’t complete the upload yourself.
What Happens Next:
Submitting the link automatically creates a Support Ticket.
Support will download your files, upload them internally, and keep you updated.
If files are missing, Support will reach out to request the missing items.
When the upload is complete, the order will move from Issue status to Pending status.
Example Video: Submitting a File Sharing Link
Case 3: “Internal Error” — System Communication Issue
What Happened:
Our system couldn’t connect properly even though your files were fully uploaded.
What You’ll See:
An “Issue” message with a Continue button.
What To Do:
Click Continue — this re-triggers the system connection.
Wait a few moments. In most cases, your order will move to Pending.
If it stays in Issue after retrying, contact Support and mention “Internal communication failure.”
Need Help?
If you’ve retried or submitted a Dropbox/Drive link and the issue persists, please contact CubiCasa Support.