Cannot Upload File or Image

If you’re experiencing issues uploading a file or image to a product on Payhip, there are several reasons this might happen. In many cases, the issue is related to the browser, file formats, and more.

In this article, we'll walk through several steps you can take to troubleshoot and resolve common upload issues.

1. Switch browsers or use an incognito window
2. Check the file size and format
3. Convert the file to another format
4. Check the file name for special characters
5. Create a new product listing
6. Try a different internet connection

What to do when your file or images won't upload

1. Switch browsers or use an incognito window

Browser extensions, cached data, or stored cookies can sometimes interfere with uploads. Opening your browser in an incognito window disables most extensions. Switching to a different browser starts a fresh browsing session.

After doing this, log back into your Payhip account and try uploading the file again. If the upload works, then the issue may be caused by a browser extension or cached browser data.

2. Check the file size and format

Upload issues can sometimes come down to the file being too large or saved in an unsupported format. 

Payhip supports a maximum file size of 5GB per digital product. If your file exceeds this limit, it must be compressed or split into smaller files before uploading.

For security reasons, certain file types are not allowed on the platform. Files with the extensions EXE, ISO, DMG, VBS, and SCR cannot be uploaded directly. However, you can upload these files to our if they are inside a ZIP file.

If your file falls into any of these categories, you will need to convert it into a supported format before trying again.

3. Convert the file to another format

Certain file formats can sometimes cause issues during the upload process. If you believe the file format is causing the problem, try converting it to a different format before attempting to upload it again.

For example, when uploading images, formats such as PNG or JPG. Converting the file to one of these formats can often resolve upload issues and help ensure the file is processed correctly. There are many free online editing and conversion tools that can help you change the file

4. Check the file name for special characters

File names that contain special characters can sometimes cause upload issues. Check the file name and make sure it does not include quotation marks, symbols, or unusual punctuation. If it does, rename the file using only letters, numbers, hyphens, or underscores, and then try uploading it again.

5. Create a new product listing

Sometimes, the issue may be related to the product listing itself rather than the file you're trying to upload. Occasionally, a listing may experience a temporary problem that prevents files from uploading correctly.

To rule this out, create a new product listing and upload the file there instead. If the file uploads successfully, it likely means the issue was specific to the original listing. You can then delete the old product and continue using the new one.

6. Try a different internet connection

If you're having trouble uploading a file, the issue may be related to your internet connection. Uploading larger files requires a stable connection, and interruptions during the upload can sometimes cause it to fail. 

To resolve this, try connecting to a different network and attempting the upload again. For example, you can switch from Wi-Fi to mobile data or try another Wi-Fi network. This can often resolve temporary network or connectivity issues.

Still need help?

If you have tried all of the steps above and are still unable to upload your file, our support team can help investigate the issue. Please send us:

• A screen recording showing what happens when you try to upload the file
• A copy of the file(s) you are trying to upload as an attachment

You can send this information to contact@payhip.com, and our team will review it and get back to you as soon as possible.