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.
Updated Sep 29, 20261 min read
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.
Work through it
Start at the top — the checks are ordered by what is most often the cause.
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.
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