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How to fix a problem when you can't upload a photo for static creative?

If your photo won’t upload to Zeely, follow the steps below to resolve the issue and get your visuals uploaded smoothly.

Viktoria Green avatar
Written by Viktoria Green
Updated this week

Why your photo might not be uploading in Zeely

Here are the most common reasons photo uploads get stuck:

  • The file is too large or in an unsupported format

  • Your internet connection is unstable or too slow

  • Temporary issue with Zeely or browser/app cache

  • Special characters in the file name

  • The app or browser is outdated

How to troubleshoot and successfully add photos

Check file format and size

Ensure your image meets these requirements:

  • Supported formats: JPG, JPEG, PNG, HEIC

  • Recommended size: Under 4 MB

Images in other formats (like TIFF, WEBP, or RAW) may not upload.

Rename the file

File names should be simple and clean:

  • Use: product1.jpg

  • Avoid: special characters like #, %, &, or emojis (e.g. 🙂)

Check your Internet connection

A stable connection is key to successful uploads:

  • Switch to Wi-Fi if you're on mobile data

  • Avoid unstable or public networks

  • Move closer to your router if needed

Clear cache or reinstall

Depending on your platform:

  • On the Zeely app:

    • Delete the app from your device

    • Reinstall it from the App Store (iOS) or Google Play (Android)

  • On the web:

    • Clear browser cache & cookies (Settings → Privacy/History)

    • Try using a private/incognito window

Try a different file or compress the image

Tip: High-resolution images from professional cameras often need compression.

Switch device or browser

  • If you're on desktop, try switching browsers (e.g. Chrome, Firefox, Safari)

  • If you're on mobile, try uploading from a desktop instead

Check additional upload tips

  • Try uploading in a private/incognito browser window (for Zeely web version)

  • Avoid uploading directly from a camera app (save and compress the image first)

Still not working?

If none of the above steps resolve your issue, contact our Customer Success team

When contacting support, please provide:

  • The image file you’re trying to upload

  • Your device and browser info (e.g. iPhone + Safari)

  • The version of the Zeely app you’re using (you can find it in the app under Settings → About → App Version)

  • The screenshot or video recording of the exact error message you see (if any)

Related Articles

How to create a static creative in Zeely app?

How to create a static creative in Zeely web version?

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