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Media Upload Failing

If your images, videos, or documents aren't uploading, here's how to diagnose and fix the issue.

Quick Checks

File Size Limits

  • Images — 50 MB per file
  • Videos — 1 GB per file
  • Documents — 100 MB per file

If your file exceeds these limits, it won't upload.

Solution: Reduce the file size or compress the file before uploading.

File Count Limits

  • Images — 10 files
  • Videos — 3 files
  • Documents — 5 files

Solution: Upload files in smaller batches if you have many.

Supported Formats

Images: JPEG, PNG, WebP, HEIC, HEIF

Videos: MP4, MOV, WebM

Documents: PDF, DOCX, XLSX, CSV

If your file format isn't listed, it won't be accepted.

Solution: Convert the file to a supported format.

Common Issues and Solutions

"File type not supported"

The file extension or format isn't recognised.

Solutions: - Check the file extension matches the actual format - Convert to a supported format (e.g., convert TIFF to JPEG) - Rename the file if the extension is incorrect

"File too large"

The file exceeds the size limit.

Solutions: - Images: Reduce resolution or compress the image - Videos: Use video compression software or a shorter clip - Documents: Split into smaller files or compress

Upload Stuck at 0%

The upload isn't starting.

Solutions: - Check your internet connection - Refresh the page and try again - Try a different browser - Disable VPN if using one

Upload Stuck Partway

The progress bar stops moving.

Solutions: - Wait a moment – large files can take time - Check your internet is stable - Refresh and retry if stuck for several minutes - Try a smaller file to test

"Upload failed"

A generic error occurred during upload.

Solutions: - Try uploading the file again - Try a different file to isolate the issue - Check if the file is corrupted - Refresh the page and retry

Specific File Type Issues

HEIC Images (iPhone)

HEIC is the default format on iPhones. While supported, some HEIC files may have issues.

Solution: Take photos in JPEG format (Settings > Camera > Formats > Most Compatible) or convert HEIC to JPEG.

Large Videos

Videos close to the 1 GB limit may take a long time on slower connections.

Solutions: - Use a stable WiFi connection - Compress the video before uploading - Trim to only the essential footage - Upload during off-peak hours

Corrupted Files

Files that were interrupted during download or transfer may be corrupted.

Solution: Re-download or re-transfer the original file.

Network Issues

Slow or Unstable Connection

Large files need reliable internet.

Signs: - Uploads fail partway through - Multiple retry attempts needed - Very slow progress

Solutions: - Switch to a stronger WiFi signal - Use a wired connection if possible - Avoid uploading during peak usage times - Try mobile data if WiFi is unreliable

Timeout Errors

Connection dropped during a long upload.

Solution: Try uploading fewer or smaller files at once.

Browser Issues

Clear Cache and Retry

  1. Clear your browser cache
  2. Refresh the page
  3. Try the upload again

Try a Different Browser

If issues persist, try: - Chrome - Firefox - Safari - Edge

Disable Extensions

Some browser extensions can interfere with uploads.

  1. Disable extensions temporarily
  2. Try the upload again
  3. Re-enable extensions after

Mobile Upload Tips

When uploading from a phone:

  • Use WiFi for large files
  • Ensure sufficient battery
  • Keep the app or browser in the foreground
  • Don't switch apps during upload

Getting Help

If uploads continue to fail after trying the above:

  1. Note the exact error message
  2. Note the file type, size, and format
  3. Try the file on a different device to rule out device issues
  4. Contact support with these details

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