First identify where the upload is failing: signup/profile photo, identity verification, portfolio, or a campaign deliverable. These areas have different requirements. A photo problem during signup is not a campaign problem.
First, identify what happens when you try
The file picker does not open: no file has been selected yet, so changing the file size or format will not fix this stage. Tell support which screen and upload button you are using and whether you are on a phone or computer.
The picker opens, but the file cannot be selected: compare that field’s accepted types with the actual file format. Renaming the extension does not convert it.
A file is selected, but the upload fails or stalls: note the visible error or progress, then use the file and connection checks below.
The file uploaded, but Next or Submit will not continue: look for a required field or validation message on that same page. Do not re-upload or switch to campaign instructions unless this is actually a campaign.
1. Check the upload field
Read the accepted file types and maximum size beside that exact field. Requirements from another upload area may not apply. Confirm that you are using the correct Creator or Business account and that the action is available at your current stage.
2. Check the file
Make sure it opens normally on your device and has finished exporting or downloading.
Use a supported format; renaming an extension does not convert the file.
Choose a simple filename and keep the original file.
For videos, check that playback works from beginning to end.
Signup or profile photos
Stay on the signup or profile screen and check its image requirements. If the file is unreadable or the format is unsupported, export a supported copy or take a new clear photo. If the error continues, tell support that it happens during signup/profile setup, and name the field.
Identity documents
Use only the dedicated identity-verification upload flow. Follow the page’s instructions for the accepted document, required sides, and details that must remain visible. Some optional identifiers may be physically covered as described on the page; do not digitally alter the document.
Never send an identity document in chat or email. See Identity Verification: Accepted Documents and Safe Uploads.
Portfolio videos
Upload original work that demonstrates your content skills. Check the portfolio upload requirements, and do not assume that a portfolio upload also submits work to a campaign. See Build a Strong Creator Profile and Portfolio.
Campaign deliverables
Open the correct confirmed hire and use its deliverable area. Wait for the file to finish uploading, then check whether a separate submit action is required. Confirm the resulting submission status. A file attached in a message is not automatically a formal deliverable submission.
3. Check the connection and browser
Use a stable connection and keep the page open while uploading.
If the upload fails, preserve any unsaved text and note the error before refreshing.
Retry once. If needed, try an updated browser or a private window and sign in to the same account.
Do not start duplicate uploads while an earlier one is still processing.
What to send support
Start with the page, upload field and what happens when you press it. Include the exact error if one appears. File type and size are useful only after a file has been selected; device and browser details are useful for an unresponsive picker or page. Support may ask for the next relevant detail rather than a full checklist. Attach a screenshot of the error with personal details hidden—not the private document itself. If a campaign deadline is near, mention that immediately; a technical problem does not automatically extend it.