Upload Troubleshooting

Start here

Almost every upload problem comes down to one of three things: the file, the connection, or a pause in the middle. Nothing is lost. Try the steps below in order.

Check the photo file

File type

JPEG, PNG, WebP and HEIC/HEIF are accepted. iPhone photos convert automatically to high-quality JPEG; you do not need to change phone settings. Camera RAW files are not supported.

File size

Each photo must be 25 MB or less, including the selected HEIC file and its converted JPEG. Files over the limit show a clear message; the rest of a batch continues.

File name

Very long or unusual file names occasionally cause trouble. Renaming the photo to something simple, like spring-concert-1.jpg, helps.

Check the connection

1. Look for the wifi symbol or try loading another page.
2. If you’re on school wifi, guest networks sometimes block large uploads — try a phone connection if you have one.
3. Check the reason beside the failed photo and choose Retry. Other completed photos are not uploaded again.

If the upload freezes

1. Leave the page open for a minute — large photos can look stuck while they finish.
2. If a photo fails, choose Retry beside that photo. Your other uploads continue and completed photos stay saved.
3. Still stuck? Close the page, reopen it, and start the upload fresh.

If it still won’t work

You can always try again later. Batch details stay on the open page between retries. Reloading or closing the page clears unsent files and details; photos already received remain saved.