Fixing a problem
A photo could not be uploaded
The photo types and sizes we accept, and what to do with a phone photo that is too large.
Aktualisiert am 29.09.20261 Min. Lesezeit
Photos are used in three places: to make a character look like a real person, for a Real Memory book, and for a child’s drawing on paper. They follow the same rules.
Der Reihe nach prüfen
Beginnen Sie oben — die Prüfungen sind nach der häufigsten Ursache geordnet.
The file type is not supported
We accept JPEG, PNG and WebP. An iPhone photo saved as HEIC is not accepted — change the phone’s camera format to “Most Compatible”, or open the photo and export it as JPEG.
The photo is too large
A photo can be up to 10 MB and up to 16 megapixels. A very high-resolution phone photo can pass the size limit but fail on pixels. Send it to yourself in a smaller size, or take a screenshot of it, and upload that.
You uploaded many photos quickly
There is a limit of 12 uploads every 10 minutes. Wait a little and continue.
You have added too many photos
A Real Memory book takes up to 8 photos. A drawing on paper takes up to 4 sheets, and they are read together.
Hat das geholfen?
