My photos will not upload or import

For photos on your device

JPEG, PNG, WEBP and HEIC are listed in the upload area, with a limit of 50 MB per photo.

1. Check the file type and size against the upload area’s requirements.
2. Keep the total within 60 photos for one tour.
3. Wait for the current upload progress to finish and read any warning beside the file.
4. Check your internet connection and try the affected file again if it failed.

Start with your property photosExample

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Find out whether one file is the problem

1. Wait for the current upload to finish and note which file has the warning.
2. Open that file on your device to confirm it is a readable photo.
3. Check its type and size against the upload area. If needed, save a fresh supported copy from your photo application.
4. Retry the affected file and check the photo list before uploading the rest again.

If you are trying to upload a video

The initial property-photo upload is for photos. To add an existing video clip to a tour, use Add photos or videos in its editor, or replace an existing scene with the appropriate media action. Follow the requirements displayed there.

Add more media to the tourExample

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For a listing link

Make sure the URL opens the individual property listing and that the site is accepted by the app. Some sites restrict imports. If the import cannot complete, upload your original property photos directly.

Paste a listing link to bring in its photos and detailsExample

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Check the list after a retry

A connection interruption does not always mean every file failed. Review the photos already present, remove any duplicate selections and put the rooms back into the intended order before continuing.

Review the photos before making the tourExample

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If it still fails

Contact support with the file type, approximate size, the message shown and the step where it happens. For a listing import, include the listing URL.

If an effect says “only available with High quality”

That creation-form message refers to the selected animation quality. Changing the export resolution later or repeatedly uploading the same photo will not unlock it.