An upload failed or was refused

When a file can't be taken, the message says why: the type isn't one that place takes, the file is over its size limit, or it didn't pass our content check. A file that never arrived because the connection dropped is a different case, and is usually tried again for you.

What each place takes

Elsewhere:

• Cast: a photo in JPEG, PNG or WebP, up to 10 MB and at least 384 pixels on its short side. A voice recording in MP3, WAV, M4A, WebM or OGG, up to 25 MB, and between 30 seconds and 3 minutes long.
• A ticket: one file per message, a screenshot or a log: PNG, JPEG, GIF, WebP, text, log, JSON or PDF, up to 10 MB.

In the studios and in Cast, a photo over the limit is made smaller on your device before it goes up, so a large phone photo still works. An animated GIF isn't made smaller, because that would keep only its first frame, so a GIF over 8 MB is refused. A board keeps your file exactly as it is.

A HEIC photo, the format iPhones save in, isn't one the studios take. Save it as a JPEG first.

A voice note from your phone, such as an iPhone recording (M4A) or a WhatsApp voice message (OGG or Opus), is turned into an MP3 as it uploads, and your Uploads keep it under its name ending in .mp3. If it can't be read as a sound, save it as an MP3 and try again.

What the message means

• "Unsupported file type", "can't be kept here" or "can't go on a board": that place doesn't take this type of file. Save it as one from the table above, such as a JPEG, an MP4 or an MP3, and upload that.
• A size, such as "File exceeds the 200MB limit": the file is too large for that place. Make it smaller, for example a shorter clip or a lower resolution, and try again.
• "This file can't be used on Vessero.": the file didn't pass our content check. It isn't kept, and a run that names it later is refused too. See Why was my prompt or result refused?
• A message that we couldn't check the file: our check couldn't answer for a moment. Upload it again in a minute.
• "Too many requests — try again in about a minute.": a lot was sent from your account in a short time. Wait a minute, then carry on.
• A slot that takes no more: each model takes only so many files. Take one out first, or pick a model that takes more.

When the connection drops

In the studios and the Library, files go up two at a time. An upload that never got an answer, because the connection dropped or our side was busy, is tried twice more on its own, a few seconds apart. A refusal isn't tried again, because the same answer would come back.

On a board, a file you drop shows on the board straight away and goes up behind its card, three at a time. The card shows Uploading with a percentage, then Saving. A try that fails is made again on its own, up to three more times, and the card says Trying again meanwhile. If it still doesn't arrive:

1. The card says Upload failed, with the reason.
2. Press Upload again to send it once more.
3. If the page no longer has the file, after a reload for example, the button reads Choose the file: pick it from your computer again.

If you try to leave a board while files are still going up, your browser asks first. A card whose file nobody finishes sending says "The upload did not finish." after 20 minutes, so others on the board aren't left looking at Uploading.

Where your uploads go

Files you upload in a studio, on a board or in Cast are kept in the Uploads tab of your Library, so any slot can offer them again without a second upload. There's no storage limit: the Uploads tab shows how much space your files take, and nothing is refused for it. Files you attach to a ticket aren't kept there.

If it still won't go

Open a ticket under A bug, and say where you were uploading and the file's type and size. The ticket adds the page you were on and your browser on its own. See Report a bug or suggest a feature.