Troubleshooting
My photo or video will not upload
Check your signal, the file type and the size. Photos can be JPEG, PNG, WebP or HEIC up to 8 MB. Try fewer files at once.
Check your signal, the file type and the file size, then try again with fewer files. Photos can be JPEG, PNG, WebP or HEIC, up to 8 MB each.
Photos
- Check the signal. Use Wi-Fi if you can.
- Check the type. We take JPEG, PNG, WebP and HEIC.
- Check the size. Each photo can be up to 8 MB. Choose a smaller version, or lower the size in your camera settings.
- Check the count. You can add up to 10 photos on one item. We say "You can add up to 10 photos." when you are over.
- Add fewer at a time. Add three or four, wait, then add more.
- Allow the camera or gallery. If Camera or Gallery does nothing, open your phone or browser settings and allow Zellany to use them.
Videos
See Video not uploading or stuck.
Other things to try
- Close the app and open it again.
- Restart your phone.
- Free some space on your phone.
- Update the app. See Update the app.
- On the website, refresh the page. Your draft is saved.
Your draft is safe
Your draft saves itself as you go. If an upload fails, the rest of what you typed stays. Open Continue your draft to carry on.
If it still fails
Write to help@zellany.com. Tell us your phone or browser, what you tried and what the screen said. See Report a bug.
Tip
If your only picture is a video that failed, add a photo. A photo always works as a first picture.
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Related articles
Photos or a video: what you needFor sellers
You need at least one photo or one video. You can add up to 10 photos and 3 videos. A video alone is enough.
Video not uploading or stuckFor sellers
If a video will not upload, check your signal, the file and the limits. Uploads can continue if the signal drops.
Add a short video (30 seconds)For sellers
Add a short video of your item from the Add screen or from My items. It is currently 5 to 30 seconds long, with a short caption.
The app is slow or crashes
Update the app, restart it, free some space and try Reduce motion and Save data. Clear the cache and sign in again if it persists.
Still need help?
Write to the Zellany team. We answer by email.