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My profile photo won't upload

Customer Support
Updated

Photo upload failing? Don't worry — the message the app shows tells you exactly what went wrong, and each one has a quick fix.

Jump to:

  • "This file is too large…"
  • "We couldn't process this photo format…"
  • "We couldn't read this file…"
  • "We couldn't upload your profile photo…"
  • I can't see the photo I want to pick

"This file is too large. Please upload a file smaller than 10 MB."

The image is over the 10 MB limit.

  1. Pick a different photo, or
  2. Open the image in your phone's photo editor, crop or export it at a smaller size, and try again.

Screenshots and normal camera photos are usually well under the limit; very long exposures, panoramas and edited RAW exports are the usual culprits.

"We couldn't process this photo format. Please try uploading a different image."

The app converts iPhone HEIC photos to JPEG for you, and that conversion didn't work for this particular file.

  • Try a different photo.
  • Or save the image as a JPEG or PNG first, then upload the converted copy.

"We couldn't read this file. Please try selecting a different one."

The item you picked didn't come through with a usable file — this can happen with photos stored only in the cloud and not yet downloaded to the device.

  1. Open the photo in your gallery first so it downloads fully.
  2. Go back to My Profile, tap your avatar and pick it again.

"We couldn't upload your profile photo. Please try again."

This is a connection or service hiccup. Your previous photo is put back automatically, so nothing is lost.

  1. Check you have a stable internet connection.
  2. Wait a moment and try again.

I can't see the photo I want to pick

On Android 14 and later, Ask A Vet may only have access to the photos you previously selected.

  1. When the picker opens, look for the option to manage or select more photos and add the one you want.
  2. Or open your phone's Settings → Apps → Ask A Vet → permissions, and adjust the photo access there.

If it still doesn't work

Send us the photo and a screenshot of the error through Settings → Help, or email support@askavet.com.

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