Issues Uploading or Downloading Photos or Videos to Amazon Photos

If your photos and videos won't upload, won't download, get stuck, or you're seeing duplicates, work through these steps.

My photos aren't backing up or uploads are stuck

Confirm Auto-Save is on: on your mobile device, select Profile → Settings → Upload Settings.
Check your connection. By default uploads run on Wi-Fi only. Turn on Use Cellular Data if you want uploads on mobile data.
Make sure the app has permission to all your photos (iOS: Full library access, Android: photos/media permission) and that Background App Refresh is on (iOS).
Keep the app open and the device awake to let a large first backup progress.
Confirm you're not over your storage limit, because uploads pause when you're over quota. Check How Much Storage do I Have Available?
Make sure the file meets requirements (type, size, name). Check File Requirements for Amazon Photos.

If a photo is already on your device, the Download option may be hidden for that item.
Make sure you have device storage free and a stable connection.

Amazon Photos skips items it recognizes as already uploaded, but the same photo arriving from two sources (for example, Auto-Save and a manual upload, or two devices) can appear twice.
You can remove a duplicate by selecting it and moving it to Trash, and the remaining copy stays. Check Delete photos and videos in Amazon Photos.
Duplicates do not get extra unlimited treatment. Each copy of an item counts toward your storage.