I cannot find downloaded videos in my phone gallery

This article helps you find THINKWARE videos that have downloaded but do not appear in your phone gallery.

Phone permissions, a missing photo album, video playback compatibility, wireless interference, or overwritten files can affect video access.

If the app indicates that a video download has completed but the file is not visible in your phone's photo library, follow the two-step download/export process steps below.

Already tried some steps? Jump to:

1.   Understand the Two-Step Download & Export Process

2.   Locate Exported Videos in Default Phone Apps by OS

3.   Check Recently Deleted or Trash Folders

Understand the Two-Step Download & Export Process

1. Connect to the dash cam using Wi-Fi.

Keep your phone screen on and stay connected to the dash cam Wi-Fi until the download finishes.

2. Open [File List], select the video, and tap [Download]. This saves it in the app, not your phone gallery.

3. Open [Downloaded Videos], select the file's options, and tap [Export].

4. Confirm the pop-up notification "Export files to an album" by tapping [OK]. The video is now transferred to your smartphone's camera roll.

Locate Exported Videos in Default Phone Apps by OS

• iOS

Open the default [Photos] app.

Tap [Albums] tab at the bottom and scroll to find the "Thinkware Dash Cam" album.

• Android

Open [Gallery] or [Google Photos].

Check under [Albums] for "Thinkware Dash Cam", or check the [Movies] or [Download] folder.

Alternatively, open your phone's [File Manager] app > navigate to [Internal Storage] > [Thinkware] folder.

Check Recently Deleted or Trash Folders

If an exported video was accidentally deleted from your gallery, it can be restored within 30 days.

• iOS

Open [Photos] > [Albums] > scroll down to [Recently Deleted] > select file > tap [Recover].

• Android

Open [Gallery] / [Google Photos] > tap [Trash] or [Bin] > select file > tap [Restore].

None of the above worked

If downloads or exports still fail after checking permissions, exporting, testing gallery playback, disabling CarPlay and VPN, and checking the card, contact THINKWARE support.

Required tools: PC or Mac with a suitable card slot, or a compatible card reader or adapter if needed (for copying files directly from the card).

If you urgently need incident footage and the app cannot export it, turn off the dash cam, remove its microSD card, and connect it to a PC or Mac using a suitable card slot or reader. Copy the MP4 files directly.

Please refer to About THINKWARE's warranty policy for warranty requests or technical evaluation.

Need more help?

Contact the support team for your region by email or phone. We’ll respond to your email as quickly as we can.

North America (US/CA)
Email: support@thinkware.com
Phone: 1-844-865-9273

United Kingdom (UK)
Email: support.eu@thinkware.com
Phone: +44 (0) 333-121-0008

Europe (EU)
Email: support@thinkwarestore.com
Phone: +49 69 943 22200