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.
Request to upload additional pictures
The Quality team may ask you to upload additional pictures either due to missing images, missing metadata or quality issue with the media.
You will be notified on your platform by a message and the project is back as "Waiting upload":
2. Open the project page and you will see in the history the reason why the upload has been re-opened:
3. Once you have read it, you can start to upload media.
4. Process is the same as usual: add your pictures, label them and write a comment if necessary. Warning: you cannot post a comment without uploading at least one picture.