Files Not Uploading

Next to every file that didn’t upload, the upload window shows the reason. If it’s about the file size, format, or storage space, check the upload limits.

Sometimes, an unknown error may occur when uploading photos. This can happen for various reasons:

• File uploads have been temporarily blocked by the security system. This usually occurs when you are using public WiFi networks or uploading a large number of files in a very short period of time;
• Technical maintenance on the service - Be attentive to messages about scheduled or urgent work, which we announce on our Instagram page and Telegram channel;
• Network issues - There may be problems with your internet connection, exceeded outgoing traffic, or, for example, issues connecting to one of our servers where the upload is happening;
• Browser memory is overloaded, you need to clear it using the key combination CMD + Q, or ALT + F4 on Windows. After completely closing the browser, open it again and try uploading a smaller number of files at once.

In most of these cases, you should not panic or try to delete the photos that have been uploaded and re-upload them. Files that failed can be sent again right in the upload window — with the retry button next to a file or with “Retry all”. If that doesn’t help, try uploading in "Incognito" mode by opening a special window in the browser. If that doesn't help either, try sharing the internet from your phone, or simply change the network. If you select the same files again, the “Files with the same name found” window appears — click “Skip” so the files that are already uploaded aren’t duplicated. If none of these options work, write to us, and we will try to help find the cause and resolve the issue.

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Upload limits

• Photos — up to 100 MB per file. Supported formats are JPEG, PNG, GIF, BMP, WEBP, HEIC/HEIF and RAW (CR2, CR3, ARW, NEF, RAF, NRW, DNG) — see Frequently Asked Questions for details.
• HEIC photos from an iPhone don’t need to be converted: they show up in the gallery like any other photo, and the original is available for download.
• Videos — up to 5 GB per file, and only on paid plans: on the free plan, the “Video upload unavailable” window appears. Supported formats are listed in Video.
• Storage — if a file doesn’t fit into your plan, the “Storage limit reached” window appears. To get more storage, see Subscription.