Photos will not upload

This article explains what to do when a photo you picked with “Add photo” on “Today's report” never arrives. Photos are shrunk on your device before sending, but signal, format and count limits can still stop them.

Check first

1. Whether a photo tile shows “Retry”. If it does, that photo has not arrived.
2. Whether you have signal. Photos use far more data than text and stall easily.
3. Whether a notice about the photo count appeared. The limit per field comes from your company's template.
4. Whether “This image format is not supported” appeared.
5. Whether your company's free trial has ended. Photo attachment stops when it does.

How to fix

Step 1: Retry where the signal is good

A failed tile shows “Retry”. Press it where there is signal and that one photo uploads again. You are done when the tile turns into the photo.

Step 2: Remove the stuck photo and pick it again

Caution: “Delete” removes the photo from the report. The photo stays in your device's album.

1. Press “Delete” on the failed tile.
2. Pick it again with “Add photo”. You are done when the tile shows the photo.

Step 3: Sort out format and count

Retake a photo rejected with “This image format is not supported”, or save it in a common photo format on your device first. Photos over the count limit are not added, so “Delete” the ones you do not need before adding more.

Still not working?

Caution: A photo that has not arrived is not kept in the report when you submit. Always finish “Retry” before submitting.

• Message shown: “Upload failed” — Cause: the connection failed — Fix: press “Retry” where there is signal.
• Message shown: a notice that some photos failed and asking you to press “Retry” where the signal is better — Cause: a photo has not arrived — Fix: press “Retry” before submitting.
• Message shown: “Uploads are paused because your free trial has ended” — Cause: the free trial ended — Fix: see Your free trial has ended and you cannot write reports.
• Otherwise, open “Support” at the bottom right and use “How-to question” or “Report a bug”.

Related how-to

• Write and submit today's report — writing and submitting with photos.
• Pressing Submit does not submit the report — when photos block submitting.