Applies to: Web, iPhone/iPad, Android
Who this is for: Anyone using an upload control. Contributors can upload replies and Sections; Readers can upload only where their role permits, such as enabled comments or their own profile; Owners and Admins can also upload Letterloop branding.
Use these checks to finish an upload or safely recover when media is stuck.
Images: JPEG, PNG, WebP, GIF, AVIF, HEIC, and HEIF.
Video: Letterloop processes uploaded videos for playback, with renditions up to 1080p.
Some reply composers allow up to 10 media items; the current field's controls are the source of truth.
Per-file limits: Web allows images and videos up to 1 GB. iPhone/iPad and Android allow images up to 10 MB and videos up to 500 MB.
Uploading: the browser or app is sending the original file to Letterloop.
Processing: Letterloop is preparing image variants or a streamable video after the upload arrives.
Ready or complete: the media preview appears and can be saved with the reply, comment, profile, or theme that created it.
Failed or stuck: remove the item or retry before saving or submitting the form.
On Android in a Photo Wall Section, if Choose from Library closes without adding the selected photo or video, reopen Add a Photo or Video and select Browse Photos and Videos instead. Choose the original there, then keep the reply open while it uploads.
If iPhone/iPad says The selected photo or video could not be loaded, choose one item at a time and wait for the picker to finish loading the original. If it still fails, save a fresh copy of the media or use a screenshot for a photo, then select that copy. Letterloop retries the selection before creating an upload.
On web, file type and size problems appear as Whoops! Please add a photo or video., Image Too Large, Video Too Large, or Upload Error. Use that message to choose the matching recovery step below.
Confirm that the file uses a supported format, is within the platform's size limit, and still opens on your device. If it is too large, resize or compress the image or trim the video.
Allow Letterloop access to photos, camera, or storage when your device asks.
Use a stable connection and keep the composer open until the item is ready.
Update the app or refresh the web page, then reopen the same draft.
Remove the failed item and upload the original file once more. If the remove control (×) does not respond on iPhone/iPad while editing a reply or Photo Wall Section, sign in to Letterloop on the web with the same account, edit the same reply, remove the stuck item there, and reopen the app.
Wait longer for HEIC, HEIF, or video processing before retrying repeatedly.
Expected result: The media preview appears, Processing uploads... clears where shown, and the form can be saved or submitted.
Letterloop automatically removes incomplete uploads after about 24 hours. They are not backups. Keep the original file until the finished reply or comment displays it correctly.
Contact support with the platform, browser or app version, media type and format, approximate time, and the screen where it failed. Say whether the failure occurred while selecting, uploading, processing, or publishing. Do not send private media unless support specifically asks for it.
