Automatic photo backup

Hello, I just got done setting up my new ex2 ultra and I’ve hit a snag. I have a galaxy s10 and I successfully set up my automatic picture backup from my phone and all of my pictures transferred over to the ex2 ultra. We went through the same exact process on my wife’s phone which is a galaxy note 10. At the bottom of her mycloud app, it says all of her photos are backed up, but they are not there, nothing is there. My phone worked perfectly and hers did not. We have the same software version and everything. Please help!