Photo upload fails, or the product photo shows around it
Usually the image is larger than the Max size, or its type is not accepted in the option.
What you see
- The customer chooses an image, a message appears, and the image does not upload.
- Or the product image shows around the customer's image in the preview.
Most likely cause
Each upload option has a size limit and a list of accepted file types. The settings are in Let customers upload their logo or photo.
Fix
Every change here reaches your customers after you publish again. The steps are in Review your product and publish it to your store.
1. Why does the widget refuse the customer's large image?
The customer sees a message such as "This file is larger than 10 MB. Choose a smaller file." The number in it is the Max size in the upload option. Open the upload option in Options and choose 20 MB in Max size. 20 MB is the highest limit. If the image is larger, the customer chooses a smaller image.
2. Why is the customer's image type not accepted?
The customer sees a message such as "This file type is not supported. Allowed: PNG, JPG." In the upload option, choose the type in Accepted files. The available types are PNG, JPG and WEBP. A new option accepts only PNG and JPG, so add WEBP if you need it. iPhone photos in HEIC format are not accepted. Ask the customer to save them as JPG or PNG.
3. Why does the product image show around the customer's image?
The customer's image does not fill its spot when its shape differs from the spot's shape. Measure the spot on the product where the image shows. In the upload option, choose Set size in Crop shape. Choose Other size, and enter the size in Width and Height. Only the shape matters, so you can enter the size in any unit. The customer then crops the image to this shape, so it fills the spot. The explanation is in Set the crop shape and size of the customer's image.
Still stuck?
Click Contact support in the Studio and send us:
- The product name.
- The name of the upload option.
- The text of the message the customer saw.
- Whether the customer tried on a phone or a computer.
Did this article answer your question?