Photo upload help

We need each photo to be at least 800×800 pixels so your likeness stays sharp. Photos that have been shared through messaging apps or social media are often shrunk well below this.

• Upload the original from your camera roll, not a screenshot or a cropped thumbnail.
• Don’t send the photo to yourself over WhatsApp, Messenger or Instagram first, because they compress it. AirDrop it, email it to yourself or copy the full-resolution file across.
• If you exported or resized the image, redo it at full resolution.

Each photo needs to be under 50 MB. Very high-resolution RAW files or panoramas can occasionally go over this.

• Re-save the image as a JPEG. That alone usually brings it well under the limit.
• On iPhone, set Settings → Camera → Formats → High Efficiency to capture smaller HEIC files.
• Use your device’s built-in editor to reduce the resolution slightly, then re-upload.

Brands licence your real appearance, and your hair, skin and eye colour are part of that. A black-and-white or sepia photo hides it, so we can’t use the photo however good it looks.

• Upload the colour original from your camera roll. Most phones keep it alongside the edited version.
• Mono versions made with a filter or an editing app can’t be converted back, so switching the filter off and re-exporting is the fix.
• If the black-and-white version is the only one you have, take a new photo.

We accept these image formats: JPG, PNG, WebP and HEIC. We can’t use anything else for a likeness, including PDFs, RAW camera files (.cr2, .nef, .arw), TIFF, BMP or GIF.

• Open the photo on your device and export or “Save as” a JPG or PNG.
• If it’s a RAW file from a camera, convert it to JPEG first.
• Screenshots are fine as long as they’re saved as PNG or JPG.

The file reached us, but we couldn’t open it. This usually means the image is corrupted or only partly downloaded, or a HEIC photo didn’t convert cleanly.

• Open the photo on your device to check it still displays correctly.
• Re-export it, or take a screenshot of it and upload that instead.
• If one specific photo keeps failing, try a different one.

We weren’t able to get the upload going. This is nearly always a brief connection hiccup or an expired sign-in.

• Check you’re online, then press Try again.
• If it keeps happening, refresh the page and upload again.

The transfer started but dropped partway through. This is common on patchy mobile data, or if the browser tab went to sleep mid-upload.

• Stay on the page until the upload completes.
• Switch to stronger Wi-Fi or a more stable connection if you can.
• Press Try again. Your photo is still selected.

Your device looks disconnected, or the network dropped during the upload. Nothing was saved.

• Reconnect to Wi-Fi or mobile data.
• Toggling aeroplane mode on and off often restores a stuck connection.
• Once you’re back online, press Try again.

For your security, sign-ins expire after a period of inactivity. Your photo wasn’t uploaded.

• Sign in again.
• Head back to the Media page and re-upload the photo.

The upload reference expired before the photo finished. This usually happens when you leave the page part-way through.

• Just upload the photo again from the slot. A fresh attempt almost always works.

You hit an unexpected error that doesn’t match the cases above. It’s usually temporary.

• Press Try again, or refresh the page and retry.
• If it keeps happening, get in touch below and tell us what you were doing. That helps us fix it quickly.