If the Submit button on the Help screen won't respond, don't worry — it's always one of a handful of things, and each has a quick fix.
Jump to:
- Submit is greyed out
- An attachment failed
- A file was rejected
- The request wouldn't send
Submit is greyed out
Submit stays disabled while any of these is true:
- The Description box is empty. It's required — type at least a short sentence.
- A submission is already in progress. Give it a moment.
- An attachment is still uploading. You'll see a spinner over the file tile — wait for it to clear. If you try to send anyway you'll see "Hang on — still uploading your attachment."
- An attachment failed. See below.
An attachment failed
A failed upload turns its tile into a Retry overlay, and Submit stays greyed out until you deal with it.
- Tap the tile's Retry overlay to try the upload again, or
- Tap the small x badge on the tile to remove it.
If you see "Cannot retry this attachment — please remove it and pick again.", the original file is no longer reachable on your phone. Remove the tile with the x and add the photo or video again with + Add.
A file was rejected
| Limit | Value |
|---|---|
| Accepted formats | JPEG/JPG, PNG, HEIC, HEIF, WEBP, GIF, MP4, MOV |
| Maximum file size | 200 MB |
| Files per request | 5 |
| Description box | 2000 characters |
"We can't accept that file type yet — photos and videos only." — the file isn't one of the accepted formats above.
"That file is over 200 MB. Try a smaller one." — trim the video down, or send a screenshot instead.
"You can add up to 5 files per request. Remove one to add another." — if the + Add tile has disappeared, you've reached the limit of 5 files per request. Tap the x on a tile you no longer need and + Add comes back.
Please note: PDFs and documents are not accepted. If you need to send one, describe the contents in the Description box or send it to the support email address instead.
The request wouldn't send
"Couldn't send your request. Please try again in a moment." — this is usually a connection issue. Check your signal or Wi-Fi and tap Submit again. If it keeps happening, email support instead.
Tip: the Description box holds 2000 characters. If you're pasting a long log or message thread, trim it down or attach a screenshot.
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