In instances where videos or images cannot be imported into the customer dashboard, it's usually due to one of the following:
- The file size is too small or large. (max file size is 100MB)
- Image/video dimensions are either too large or too small (min. 720 x 720 px; max 3840 x 3840 px)
- File type is not supported (.jpg, .jpeg, .png; .mp4, .m4v, .mov, .qt)
- Link to more details on file specifications and best practices
(macOS) Change an image’s file size and/or dimensions
- In the Preview app
on your Mac, open the file you want to change. - Choose Tools > Adjust Size.
- Be sure “pixels” is selected. Adjust the width and height as necessary. For best results, choose the "Scale proportionally" option to maintain the aspect ratio between width and height, preventing image distortion.
- You can also select a size from the “Fit into” dropdown. We recommend selecting the sizing options of 1920 or 1280.
- You can also select a size from the “Fit into” dropdown. We recommend selecting the sizing options of 1920 or 1280.
- You may also adjust the Resolution as you see fit. For best practices, 300 pixels/inch is best for images. Be mindful of the Resulting Size at the bottom to keep under the 100 MB limit. Lowest recommended resolution is 72.
(Windows) Change an image’s file size and/or dimensions
Here are the step-by-step instructions to resize an image in Photos:
- Open the image you want to resize and right-click on it
- Click on the 3 horizontal dots in the top right corner, then ‘Resize’
- A pop-up will appear and you should choose whichever size option is best for your purposes by clicking on the circle next to it (S-Small / M-Medium / L-Large / C-Custom*)
*If you choose Custom dimensions you can change this to whatever you like by typing in the width and height you want or by moving the slider left or right.
- If you type in the new dimensions, ticking the ‘Maintain aspect ratio’ box means you only need to enter a number into either ‘Width’ or ‘Height’ and the app will automatically calculate the other dimension so that the image is the same proportions as the original, only larger or smaller. Then click ‘Save resized copy’.
- You can then rename your image if you like and choose what format you will save it as and where to store it.