When an image upload fails in support chat, it's usually file size, format, or a flaky internet connection.
Quick checklist
- File under 10 MB? Check the file size in Finder (Mac) or File Explorer (Windows). Anything over 10 MB won't upload.
- Supported format? JPEG, PNG, GIF, WebP, HEIC, PDF. See What File Types Can I Upload to Support Chat?.
- Stable internet? Try a different network — switch between Wi-Fi and cell data if you're on mobile.
Specific issues
HEIC image fails. Some iPhone screenshots in HEIC format don't work on older browsers. Share the photo from Photos → Save to Files. This converts to JPEG automatically.
Screenshot with transparent areas fails. PNG transparency usually works, but some compression tools strip it incorrectly. Try taking the screenshot again or using a different tool.
File too large. Crop or resize before upload:
- Mac: Preview → Tools → Adjust Size (or export as JPEG at lower quality).
- Windows: Photos app → Edit → Resize.
- Phone: Most phones have a built-in crop tool in the photo app.
If the issue persists
Contact us directly by email or form with the file attached. That bypasses the chat upload entirely.