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Troubleshooting tips

How to use the app in low service areas, re-upload photos, or resolve a failed project

Updated over a week ago

Taking exterior property photos through the Hover app is a simple process designed for everyone - whether you're a construction pro, insurance adjuster, or homeowner.

For instances when you may need to resolve a failed project, re-upload photos for any reason, or use the app in low service areas, we created this article to share common tips and tricks.

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Tips for low service areas


If you're taking photos in a location with low service, we recommend following these best practices:

Upload on Wifi setting

  • Tap into your app settings to toggle 'on' the option to upload only when you're connected to wifi. This ensures the job will wait to start processing until the next time you're on wifi.

Close other apps

  • Make sure no other apps are running in the background of your mobile device. This allows for connectivity bandwidth to be fully advocated to the Hover app.

Keep Hover open

  • Stay on the Hover app until the job status says "Evaluating" to ensure your photos upload successfully. In fact, you should always do this whether in good or poor service areas.

How to re-upload photos


If we are unable to complete your job with the photos provided, you will receive a failed job notification roughly 15 minutes after submission.

There's no need to start a new project! Simply open the Hover app, click on the project, and select the "+ Add photos" button.

How to fix a failed submission


Hover can model and measure almost any property, but there are a number of reasons why a property may come back as "failed." The following is a comprehensive list as to why a property may fail, and what you can do to resolve the issue.

NOTE: If you submitted a job by uploading a blueprint rather than through the standard photo-capture experience, you may receive a notification that your job has failed for reasons other than what's covered in this portion of the article.

Heavily obstructed

If you see a failure notification on your project that reads: Heavily obstructed it means we need unobstructed photos of the property.

Capture additional shots of your property, taking overlapping photos when there is an obstruction (vehicles, trees, or other heavy foliage) so we get as much information as possible.

To add photos to a failed job:

  • Open the property and click "+ Add Photos"

  • Tap into a property-corner of the photo grid and click Add photos

  • When you're done adding photos, submit the job again and Hover will attempt to re-process it

    • You are not charged for failed submissions

Insufficient corner shots

If we need better corner shots to process your request you will see a failure notification on your project that reads: Failed - no good corner shot

A good corner shot includes two full elevations and 3 corner posts:

Watch this 2 minute video to see how to add corner shots to a failed job or continue reading below.

How to add corner shots to a failed job:

  • Open the property and click "+ Add Photos"

  • Tap into a property-corner of the photo grid and click Add photos

  • When you're done adding photos, submit the job again and Hover will attempt to re-process it

    • You are not charged for failed submissions

Low resolution

If you see a failure notification on your project that reads: Low resolution it means we need additional photos, at least one of each side and corner of the property.

Low-resolution images can occur if too many apps or other processes are running in the background of your phone when taking pictures. To solve this issue and ensure our app can utilize the full resolution of the camera on your device, follow these steps:

Close any other apps beside Hover or simply restart your device

Open the failed job in the Hover app

  • Click "+ Add Photos"

  • Tap into the photo grid for each side and corner, clicking Add photos each time

  • When you're done adding photos, submit the job again and Hover will attempt to re-process it

    • You are not charged for failed submissions

Not weathertight

If you submitted pictures of a building under construction, you may see a failure notification on your project that reads: Not weathertight

When you submit photos of new construction projects through the app, the structure needs to be weathertight - the roof, doors, and windows should be installed.

As soon as the property is weathertight, you can take pictures through the app, again. If you can't wait, try uploading the job from a blueprint!

Lack of exterior shots / too few images

We require at least (8) photos of a property - (1) photo for each side and corner of the house. If your job failed because there weren't enough exterior photos, you will see a failure notification on your project that reads: Lack of exterior shots or too few images

Open the failed job in the Hover app:

  • Click "+ Add Photos"

  • Tap into the photo grid for each side and corner, clicking Add photos each time

  • When you're done adding photos, submit the job again and Hover will attempt to re-process it

    • You are not charged for failed submissions

Photo of photos

If you submitted photos of a property that were not taken through the Hover app, you will see a failure notification on your project that reads: Photo of photos

You can either add more photos to the failed job through the app, or you can start a new project.

Blurry images

If the photos submitted are not clear, you will see a failure notification on your project that reads: Blurry images

To guarantee the accuracy of our measurements, it's crucial that the images are not blurry. Apply these simple tricks to avoid taking blurry images:

  • Hold your smartphone steady and stand still while taking pictures

  • Carefully clean your camera lens to remove any stains

  • Make sure there's sufficient light while taking pictures

Additional information / reference measurement needed

If we require a reference measurement to complete your submission, you will see a failure notification on your project in the mobile app that reads: Additional information needed. In the web app, the notification will say Failed - reference measurement needed.

To resolve this issue, respond to the failure notification email with a reference measurement of a wall or door that can is clearly visible in one of the submitted photos.

Want to see examples of a reference measurement? Click here!

Night time

If you submit a job with photos taken at night, you may see a failure notification on your project that reads: Night time

If you have to take pictures at night, we recommend using 'flash' and turning on the interior lights of the structure, for best results. You can turn the flash on in the Hover camera by clicking the lightning bolt in the top right corner of the screen when taking a photo.

Too difficult to build

It's not a common occurrence, but if the property is too large or complex for Hover to process, you will see a failure notification on your project that reads: Too difficult to build

Still have questions? Reach out to our support team.

  • Call us (+1.844.754.6837). We're real people and ready to help!

  • Email us ([email protected]). We'll usually reply in about 30 min.

  • Chat with us. We generally answer in less than 3 mins. Click on the blue chat icon at the bottom right of your screen.

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