Troubleshooting
Most Glass problems come from an outdated app or browser, a file that does not meet upload requirements, a missing permission, or signing in with a different method than the one attached to your account. Start with the section matching what you see.
You cannot sign in
Use the same sign-in method you used when creating the account. If you used Sign in with Apple and chose Hide My Email, your Glass account may be attached to an Apple relay address rather than your usual email.
Check the spelling of your email address and request a fresh password reset if needed.
Look in spam or junk for the reset email.
Try Sign in with Apple if email sign-in does not find the account.
Do not create a second account to work around the problem. Email support@glass.photo with your username and possible account emails if you still cannot get in.
A photo will not upload
Check the exported file before changing the app:
On the web, use JPEG or PNG. On iPhone and iPad, choose a photo from your library.
On the web, keep the file under 50 MB. Check the aspect ratio: landscape up to 3:1, portrait up to 9:16.
Open the export locally to make sure it is not damaged.
Update Glass or your browser, then try again on a stable connection.
If one file repeatedly fails while others work, export a fresh JPEG or PNG from the original edit. Keep the failing file if you contact support; it helps identify the problem.
A photo looks soft or the color changed
Glass serves different display sizes for different screens, up to 3072 pixels on the longest dimension. Open the photo and use zoom or full-screen view before judging detail.
For color, compare the local export and Glass on the same calibrated display and in the same color-managed browser. Export with an embedded sRGB or P3 profile. See Image quality for processing details.
Camera or lens details are missing
Open the exported file in an EXIF viewer and confirm it contains camera, lens, and exposure data. Some editing tools remove metadata unless the export preset is set to include it. Re-export with EXIF enabled and upload again if needed.
A new or unusual equipment name may need review before it links to a dedicated feed. You can still publish the photograph while that review happens.
You cannot find a photo or person
Your home feed only contains new posts from people you follow, in chronological order. Older work stays on each photographer's profile. Use Explore or search to find members, Series, categories, cameras, and lenses.
A hidden photo no longer appears on its photographer's profile, but can remain in relevant community feeds. Members-only profiles and photographs are visible to people with an active paid membership.
Notifications are not arriving
Open Settings > Notifications and confirm the activity is enabled.
Check notification permission for Glass in your device, browser, and operating system.
Turn the affected notification off and on again, then restart the app or browser.
Email notifications can also land in spam. Search for messages from Glass before changing the email attached to your account.
The app or website is not behaving normally
Update to the latest Glass app or a current version of Safari, Chrome, Firefox, or Edge. Close and reopen the app or browser, then sign out and back in if the problem affects account state.
On the web, try a private window or another supported browser. If that works, an extension, stale site data, or a browser setting is likely involved. On mobile, restart the device before reinstalling the app; reinstalling should be a later step, not the first.
Contact support
Email support@glass.photo when the problem continues. Include your Glass username, platform and version, app or browser version, what you expected, what happened, and the steps you already tried. For upload or display problems, include the original export and the Glass post link when possible.