my Photos library is corrupted, can't access it from web/macos/ios - who do I contact to fix it?

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v470510c05 Author

Level 1

33 points

my Photos library is corrupted, can't access it from web/macos/ios - who do I contact to fix it?

on icloud.com/photos/ I get this error message: cannot load library - photos was unable to load your photos and videos

on ios: I can't sync any photos to my icloud

on macos's Photos app: stuck on "syncing with icloud" and can't access any photos.

I've got 150gb free on my storage plan.

Obviously it's not related to one device. It looks like my photos cloud storage got corrupted on Apple's servers.

I have way too many things on my current iCloud account so I don't want to ditch it and move to a new account.

Who do I contact to have a developer take a look at my iCloud storage and repair it?

Thanks.

Posted on Jan 2, 2024 9:09 PM

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Answer 1

Top-ranking reply

gaurav-saini

Level 1

15 points

Jan 2, 2024 10:10 PM in response to v470510c05

If your Photos library is corrupted and you're unable to access it on various Apple platforms, you should reach out to Apple Support for assistance. You can contact Apple Support through several channels:

Apple Support Website:

- Visit the official Apple Support website.
- Navigate to the "Contact Apple Support" section.
- Choose your product and the specific issue you're facing.
- Follow the prompts to either chat with a representative or schedule a callback.

Apple Support App:

- Download and install the Apple Support app from the App Store.
- Open the app, select your device, and describe the problem.
- Choose how you want to get help, whether through chat or phone.

Apple Store:

- Visit your nearest Apple Store if you prefer in-person assistance.
- Apple's Genius Bar technicians can provide support and guidance.

Phone Support:

- Call Apple Support directly. The phone number can be found on the official Apple Support website.

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Answer 2

MrHoffman

Level 10

159,993 points

Jan 3, 2024 1:58 PM in response to v470510c05

v470510c05 wrote:

Who do I contact to have a developer take a look at my iCloud storage and repair it?

Chat or call Apple as available: Contact - Official Apple Support

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Answer 3

v470510c05 Author

Level 1

33 points

Feb 16, 2024 4:00 PM in response to MrHoffman

Thanks. After some back and forth with customer service we decided that it will be easier to wipe completely my photos library and start from scratch (because I only had a few photos, and they were backed up on Google Photos). Now the new iCloud photos library works well.

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my Photos library is corrupted, can't access it from web/macos/ios - who do I contact to fix it?

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