Troubleshooting upload issues
What to try when an upload stalls, fails or will not start.
The upload will not start
- Check the file type is one we accept — see File format requirements.
- A file rejected before uploading will say why. The message is specific; read it rather than retrying.
It starts, then stalls
- Wait a minute. Individual parts retry automatically before anything is reported as failed.
- Corporate networks and VPNs sometimes block direct uploads to cloud storage. Try off the VPN, or from a different network.
- Do not refresh immediately — progress is saved, and refreshing costs you the parts still in flight.
It failed part way
Start the same upload again. Parts that already completed are not re-sent, so a resumed upload finishes far faster than the first attempt.
Still failing after two attempts on a different network? Contact support with the order reference and the file name. Do not keep retrying — the failure will be recorded and we can see what happened.