When a photo or video will not upload
Understand file size, upload progress, processing, and safe retry steps.
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Let’s walk through it.
Check the selected file
If an upload seems stuck, first look at the file details on the form. The size shown is the file your browser actually selected. Your phone may export a different version from the one you were looking at in Photos. Compare it with the upload limit shown here.
Watch the progress
The progress bar shows the transfer. Processing can continue after the file reaches the server, so give that stage a moment too. Keep the page open and your connection steady. On a phone, returning to another app can interrupt a large upload.
Try a smaller copy if needed
If the file is over the limit, export a smaller copy, such as a lower resolution video, and try that. Keep your original safe. For a compatibility problem, an MP4 copy is often a useful alternative to try. You do not need to change a file that already uploads successfully.
Get useful help
If an error appears, note its exact message, the file size, the format, and your device and browser. Share those details with your family admin. Do not send your password. Before retrying, check whether the memory was already saved so you do not create a duplicate.