Please try again after checking the following:
- Restart your device
- Update your operating system
For iPhones/iPads:
Go to your device's settings, tap Software Update, and install any iOS updates.
For Android devices:
Go to your device's settings, tap System > System update, and install any updates.
- Network connection
Please ensure that you have a strong, stable network connection before beginning an upload.
Already checked your network connection?
Switching between Wi-Fi and mobile data may also resolve some issues.
- Check the file type and size
The types of files that can be uploaded to FamilyAlbum differ depending on the upload method. File types with a check mark (✅) can be uploaded via that upload method.
|
File type / upload method |
Android | iOS | Computer² |
| JPG | ✅ | ✅ | ✅ |
| JPEG | ✅ | ✅ | ✅ |
| PNG | ✅ | ✅ | ✅ |
| HEIF | ❌ | ✅ | ✅ |
| HEIC | ✅ | ✅ | ✅ |
| GIF¹ | ✅ | ✅ | ✅ |
| MP4 | ✅ | ✅ | ✅ |
| MOV | ✅ | ✅ | ✅ |
| 3GP | ✅ | ✅ | ✅ |
| M4V | ✅ | ✅ | ✅ |
| MTS | ❌ | ❌ | ✅ |
| HEVC | ❌ | ❌ | ❌ |
*1. Animated GIFs are uploaded as still images.
There are file size limits for some upload methods.
| Computer Upload Site² | Sharing Feature (iOS)³ | |
| Images: | up to 200MB | up to 120MB |
| Videos: | up to 5GB | up to 120MB |
*2. Uploading via computer is a Premium Family and Premium Family Pro feature.
*3. See Can I upload to FamilyAlbum using the share option in other apps? for more details.
- Photo/video location
If your photo/video is saved to your Photo Stream or SD card, please try saving it to your device, then uploading it.
If you are still unable to upload your photo/video, please contact us by going to Settings in the app and tapping Inquiries > Other > Inquiries.
We’ll do our best to help.