Upload Troubleshooting
Solutions to common photo upload issues in HeadshotPro, including file errors, rejected photos, and session problems
Upload Troubleshooting
Most upload issues fall into one of a few categories: file format or size problems, face detection failures, or session state issues. This article covers the most common errors and how to resolve them.
How it works
HeadshotPro validates photos in two stages. First, the file type is checked before attempting an upload. Second, HeadshotPro runs face detection and size checks before storing it. Errors from either stage are shown as notifications on the upload screen.
Common issues and fixes
"Only JPEG and PNG formats are supported" The file you selected is not a supported format. HeadshotPro accepts JPEG and PNG on the upload screen. If you have HEIC files from an iPhone, they are converted automatically as long as you use the file picker or phone capture flow — not a direct drag-and-drop of the raw HEIC file in all browsers. If this error appears with a HEIC file, export it as JPEG from your Photos app and re-upload.
"Image is too small" The photo is below the 512 × 512 pixel minimum. Use a higher-resolution photo. Screenshots of photos or thumbnails are often too small. If you are capturing selfies on your phone, use the native camera app rather than a compressed preview.
"File too large. Maximum size is 50MB." The file exceeds the 50MB limit per photo. Export a smaller version of the image and try again. Photos from modern smartphone cameras are almost always well under this limit unless they are RAW files or uncompressed TIFFs.
"We could not find any faces in the photo" Face detection ran but could not locate a recognisable face. This typically happens when:
- The face is turned away from the camera or at an extreme angle.
- The photo is too dark, blurry, or low resolution for detection to work.
- Sunglasses or a hat obscure enough of the face to prevent detection.
- There is no face at all in the image (e.g. a landscape or object photo).
Fix: use a clear, well-lit photo where your face is front-facing and fills a meaningful portion of the frame.
Photo appears in "Bad photos" section Bad photos are images HeadshotPro flagged as unlikely to produce quality headshots. They do not count toward your accepted photo total. Click Show photo requirements on the upload screen for a visual guide to what passes and what does not. Delete the flagged photos and replace them with better ones.
"You already uploaded this photo" HeadshotPro detects duplicate uploads automatically. The duplicate is discarded. If you want to replace a photo, delete the original version first, then upload the new one.
Photos uploaded from my phone are not appearing Phone photos sync to your desktop session automatically, but there can be a short delay of a few seconds to a few minutes. Wait a moment and then refresh the page. The page updates automatically in the background, but a manual refresh will load any photos that arrived since your last check.
The Continue button is disabled / not activating The Continue button requires at least 1 accepted (green checkmark) photo. Bad photos (red section) do not count. Check that you have at least 1 photo with a green checkmark. If photos are still in the "Checking" state (spinning), wait for them to finish processing.
Upload fails with a generic error or the page freezes This is usually a network interruption. Check your internet connection, refresh the page, and try uploading again. Your previously uploaded photos are saved to your session — they will reappear after you refresh. You do not need to start over.
"Model not found or already onboarded" This error occurs if you try to upload a photo to a session that has already been submitted. Once you click Submit on the confirmation screen, the session is locked. If you need to make changes, contact support.
Cannot proceed past the intro screen / "You do not have enough credits" You need a valid package or credit assigned to your account before you can start an upload session. If you see this error, verify your purchase completed successfully. Check your email for a payment confirmation. If payment succeeded but the error persists, contact support with your order details.
Good to know
- If an uploaded photo expires (after roughly 24 hours away from the session), HeadshotPro will attempt to reload it automatically. If the photo cannot be reloaded, it is removed from your session and you will need to re-upload it.
- Deleting a photo removes it permanently. This action cannot be undone.
- If you close the browser mid-upload, any photos that finished uploading before you closed are saved. Photos that were still in a "pending" (spinning) state at the time are lost and need to be re-uploaded.