Please try again after doing 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.
- Check your 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 / |
Android | iOS |
Computer¹ |
| JPG | ✅ | ✅ | ✅ |
| JPEG | ✅ | ✅ | ✅ |
| PNG | ✅ | ✅ | ✅ |
| HEIF | ❌ | ✅ | ❌ |
| HEIC | ✅ | ✅ | ❌ |
| GIF | ✅ | ✅ | ✅ |
| MP4 | ✅ | ✅ | ✅ |
| MOV | ✅ | ✅ | ✅ |
| 3GP | ✅ | ✅ | ✅ |
| M4V | ✅ | ✅ | ✅ |
| MTS | ❌ | ❌ | ✅ |
| HEVC | ❌ | ❌ | ❌ |
There are file size limits for some upload methods.
| Computer¹ | Share function (iOS)² | |
| Image | up to 200MB | up to 120MB |
| Video | up to 5GB | up to 120MB |
1. Uploading via computer is a Premium feature.
2. 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 the cloud or removable storage such as an 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!