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
| File Type | Maximum Size |
|---|---|
| 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
| File Type | Maximum Per Upload |
|---|---|
| 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
- Clear your browser cache
- Refresh the page
- 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.
- Disable extensions temporarily
- Try the upload again
- 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:
- Note the exact error message
- Note the file type, size, and format
- Try the file on a different device to rule out device issues
- Contact support with these details