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How to fix "We couldn’t upload that file. Try again."?

Check the file type and size, then try the upload again. Library files can be up to 20 MB, while Brand Guide images have a smaller 5 MB limit. Convert HEIC or SVG images to PNG or JPG first.

Why this happens

You may see "We couldn't upload that file. Try again," Upload failed, Unsupported file type, or Image is too large. The file may be too big, have an unsupported type, or have contents that do not match its type.

How to fix it

  1. Check the supported file types and sizes.
  2. For a Library upload, use a file under 20 MB. For a Brand Guide image, use one under 5 MB.
  3. Convert HEIC or SVG images to PNG or JPG.
  4. Select Upload image or Upload file again.
app.selljam.ai/library
The Add to Library menu with Upload image and Upload file actions

If it keeps happening

Try a different file of the same type. If that works, the first file may be damaged. Open Support from your user menu if the problem continues.

Common questions

No. Convert it to PNG or JPG first.

Why can I upload a file to Library but not Brand Guide?

Library files allow up to 20 MB. Brand Guide images have a 5 MB limit and accept image types only.

Related: upload and organize Library items and set up your Brand Guide.

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