When a photo will not upload

Start with the step that failed

Choosing a file, uploading it and generating a video are separate steps. An upload error does not tell you whether a video task was created. Keep the error message before refreshing the page.

1. 1

   Open the photo on your device. If it exists only in a cloud photo library, download a local copy first.

2. 2

   Read the file requirements next to the upload control. Check the actual file type and size in your device’s file information; renaming an extension does not convert an image.

3. 3

   If the file picker cannot see your photos, check the browser or app’s photo permissions in device settings. You can grant access to the selected photo without opening your whole library where your device supports that option.

4. 4

   If the page asks you to sign in again, complete sign-in, then reselect the photo. Check the preview before proceeding.

If the upload still fails

Record the error text, file type, file size, browser and approximate time. A cropped screenshot of the error is more useful than sending your original photo immediately. Do not include account passwords or payment details.

Use an image you have permission to upload. A successful upload is not a guarantee that a particular face, pose or action will be reproduced in the result.