Why are some of my digital files missing?Updated 4 months ago
The most common reason files would be missing is because we were unable to digitize those items.
To confirm this, head to your order tracking page to see if there's an order note indicating this.
- Click on the person icon (My Account) in the top navigation
- Navigate to the "Order History" section under "Account Details"
- Find the order number with the missing files, click "Details"
- Find the "Reviewed & Packed Up" order update
- If we were unable to digitize any of your files, they will be listed here alongside the reason why we were unable to digitize them
If there's no order note and your files are still missing, please reach out to cloud@legacybox.com so we can take a look.
Why wouldn't you be able to digitize some of my items?
- The Item Arrived Damaged
While we are able to take care of minor splicing repairs and adjustments, we are unable to repair broken tape housings and environmental damage. - It Contained Mold
We are also unable to digitize items with mold, though the item may still be playable in your home player, because it can harm our equipment we are unable to process those. - It Had Explicit Content
We are unable to transfer violent, graphic or sexually explicit content from any materials, including audio or videotapes, film reels, photos, negatives, or slides. You can find more information about this policy in our Terms & Conditions.