Fix it yourself first
Refresh the page and try again
Check your internet connection
Try another browser
Check your file format and size
Note the error message or issue before troubleshooting further.
Still blocked → contact Support immediately from the Project page.
Internal support teams cannot upload media on your behalf, even if you share a transfer link.
If you can't upload before midnight
Contact Ocus Support before the deadline via the chat bubble. Add a clear comment during the upload process explaining the reason for the delay to alert the relevant team.
If they confirm the issue, you may be asked to send files via WeTransfer, SwissTransfer, or a shareable download link for review purposes only. Note that internal support teams cannot upload media on your behalf.
Requirements:
Link must not expire
Include all required media
Mention the Project ID in your message
Sending files outside the platform doesn't automatically validate your submission — the Quality Team still reviews the content. If your rating is impacted despite explaining delays, follow up with Support to request an escalation for review.
After submission
You can't add new images once a Project is submitted and validated, unless the Quality Team specifically requests it. Never upload unrelated content to "complete" a Project.
Deadline reminder
Midnight on the day of the session.
After that: Project blocked; no media can be added; reliability rating impacted. Document error messages and steps taken if your rating or payment is impacted, and contact Support for review.
Plan your export and upload well before the deadline.