If an upload isn't working, it almost always comes down to file size or format.
Size limits by upload type
| What you're uploading | Limit | |---|---| | Profile photo | 25 MB | | Portfolio video | 500 MB per video | | Portfolio still image | 25 MB | | Verification video | Under 100 MB (exactly 100 MB is refused) |
The same limits now apply on every screen — the Portfolio tab, the builder, the live preview editor and profile setup all agree, so a file accepted in one place is accepted everywhere. During profile setup you can add up to 6 videos at once.
Accepted formats
Photos: JPG, JPEG, PNG, WebP, GIF, HEIC, HEIF, AVIF, BMP, TIF and TIFF. iPhone HEIC photos work — you do not need to convert them first. Anything that isn't already a JPG, PNG or WebP is converted to a JPG automatically before it's saved, and photos over 5 MB are also shrunk to 2048 pixels on the long edge, so the stored file ends up much smaller than the original.
Videos: MP4, MOV, M4V, WebM, AVI, MKV, MPEG, MPG, 3GP, HEVC and QT. MP4 and MOV are the safest choices.
Common error messages
- "Too large" — check the limit for that specific step above, then compress or trim the file.
- "Doesn't look like a video / an image" — we can't read that format. Re-save it as MP4 (video) or JPG (photo).
- "This device could not read that photo format" — your browser has no decoder for that HEIC file, which is common on Windows and older browsers. Export the photo as a JPG and retry.
- "Your session expired while uploading" — refresh the page, sign in again, and upload once more.
- "The upload kept timing out" — usually a weak connection. Move to Wi-Fi and retry.
No video files to upload?
You don't need any. Every video step also has an "Or add a public video link" field — paste a public TikTok, Instagram or YouTube URL and we pull the thumbnail in for you.
Still stuck?
Open the support widget (bottom-right) or the Talk to the team directly form, and include the file name, its size, and the device or browser you're using.