Images and Videos Not Uploading
If images or videos aren't uploading, check these common issues and file requirements.
Image File Requirements
When uploading images (avatars, character photos, etc.):
- Automatic compression: Images are automatically compressed to 1MB when uploaded
- Supported formats: JPG, JPEG, PNG, GIF, WEBP
- Large files: Very large images may take time to compress—please be patient
- Corrupted files: Ensure your image file isn't damaged or corrupted
Video File Requirements
When uploading videos (event videos, etc.):
Regular Users
- Maximum file size: 15MB
- Maximum duration: 10 seconds
- Supported formats: MP4, MOV, and other common video formats
Admin Users
- Maximum file size: 50MB
- Maximum duration: 60 seconds
Common Upload Issues
File Too Large
If you see "Video is too large" errors:
- Regular users: Videos must be under 15MB
- Try compressing your video using video editing software
- Reduce video resolution or bitrate
Video Too Long
If you see "Video is too long" errors:
- Regular users: Videos must be 10 seconds or less
- Trim your video to the allowed length
- Focus on the most important moments
Invalid File Format
If you see "Invalid file format" errors:
- Convert your video to MP4 format
- Ensure your image is in a supported format (JPG, PNG, etc.)
- Try re-exporting or re-saving the file
Network Issues
Upload problems can also be caused by connection issues:
- Ensure you have a stable internet connection
- Large files may take time to upload—please be patient
- Try again in a few moments if the upload fails
- Check if other features work to confirm connectivity
Browser Issues
If uploads continue to fail, try these technical steps:
- Refresh the page and try again
- Try a different browser (Chrome, Firefox, Safari, Edge)
- Clear your browser cache and cookies
- Disable browser extensions temporarily
Still Having Issues?
If problems persist after trying the above steps:
- Use the in-app support ticket (open the app, click the cog, then Share Feedback) with details about the file you're trying to upload
- If you cannot access the app, use the Contact Form
- Include the error message if you see one
- Mention the file size and format