Read the message that appeared. File too large and Unsupported file type each name the exact problem. Upload failed. Please try again means the file was fine and the transfer did not complete, which is usually the connection.
The real limits
| What you are uploading | Maximum size | Accepted formats |
|---|---|---|
| An Image, Gallery or Before & After block | 5 MB per file | JPG, PNG, WebP, GIF |
| An Audio block | 20 MB | MP3, WAV, M4A, OGG |
| A File Action | 20 MB | PDF, PNG, JPG, DOC, DOCX |
| Your brand logo on Account | 5 MB | PNG, JPG, WebP, SVG |
| Marker Studio artwork | 10 MB | PNG, JPG, WebP |
| A logo inside a Marker design | 4 MB | PNG, JPG, SVG |
| An image pasted in by URL | 10 MB | Fetched from the address you paste |
iPhone photos are the usual culprit
By default an iPhone saves photographs as HEIC, which is not one of the accepted image formats. The file looks like an ordinary photo in your library and is rejected the moment you pick it.
- 1
Change what the camera saves
Settings › Camera › Formats › Most Compatible. From then on the phone saves JPGs, which upload without any conversion.
- 2
Or convert the photos you already have
Open the photo, choose share, and email or AirDrop it to yourself: iOS converts to JPEG on the way out for most destinations. Any image editor will also export a JPG.
- 3
Then upload again
Pick the JPG version. If it is over 5 MB, export it at a smaller size first.
Making a file small enough
- Images are resized on upload anyway: nothing wider than about 1200 pixels is kept. A 12-megapixel original is bytes you are waiting on for no gain.
- Export photographs at around 1600 pixels on the long edge, at JPEG quality 80. That is usually well under a megabyte and looks identical on a phone.
- For audio, MP3 at 96-128 kbps is plenty for a spoken tour stop and keeps a ten-minute recording comfortably inside 20 MB.
- For a PDF menu, use your design tool's export for web or smallest file size setting. A print-ready PDF is often ten times larger than it needs to be.
When the upload is fine but the block still looks wrong
- The image is huge on the page
- Use the Width control on the Image block. It is a percentage of the content column, not a pixel size.
- Before & After is misaligned
- Both images need the same shape. Crop them to identical dimensions before uploading or the slider will not line up.
- Alt text is empty
- Fill it in. It is what a screen reader announces, and it is also what gets translated for visitors reading in another language.
- A document will not open on a phone
- PDFs render inside the Experience. Other formats hand off to whatever app the phone has, and a DOCX often has nowhere to go. Export to PDF where you can.
Example
Marigold & Vine: the seasonal menu
The kitchen kept photographing the printed menu on an iPhone and hitting the type error. Switching the camera to Most Compatible fixed it permanently. They later swapped the photo for a PDF on a File Action, which is readable and translates the surrounding page copy.
If none of that worked
Tell us the exact message you saw, the file's size and extension, and the block you were editing. Include the Support PIN from your Account page.
Can I upload video?
Not directly. Put the video on YouTube or Vimeo and paste the address into a Video block. Hosting the file yourself would be slower for visitors than either of those.
Does an upload count against my plan?
No. Plans count Experiences and Markers, not files.
The upload bar reaches the end and then fails.
That is the storage write failing rather than the transfer, and it is almost always the connection. Try once more on a different network before getting in touch.