When a shopper's photo or video can't be added, the review form says why in one line and skips just that file. The rest of the review still goes through.
Photos | JPEG, PNG, WebP, GIF, AVIF, HEIC and HEIF, up to 100 MB each |
Videos | MP4, MOV, WebM, M4V and 3GP, up to 500 MB each |
Set in | Settings ▸ Review form ▸ Photos and videos |
What the message means
The shopper sees | Why, and what to do |
"order-receipt.pdf isn't a photo or video and was skipped." | The file isn't one of the types above. Pick a photo or video instead. |
"IMG_2041.jpg is over 100 MB and was skipped." | The photo or video is over its size. Pick a smaller photo, or a shorter or lower-resolution video. |
"clip.mov is longer than 1 min and was skipped." | The video is longer than your Max video length. Trim it, or allow longer videos. |
"You can attach up to 5 files." | The review has your Max files per review already. Remove one to add another. |
"Videos aren't accepted for this store." or "Photos aren't accepted for this store." | Video upload or Photo upload is off. |
"A file didn't upload. Try it again or remove it." | The connection dropped partway. Try again on a steadier connection. |
"Too many submissions. Try again in a minute." | A lot of files went up from one shopper in a few minutes. Wait a minute and try again. |
Your settings
In Settings ▸ Review form, Photo upload and Video upload turn each one on or off, Max files per review sets how many a review can hold, from 1 to 10, and Max video length caps how long a clip can be. The form shows its limits under the upload area, so shoppers see them before they pick a file.
After a file is added
Photos are resized to at most 1,600 pixels on the long side before they upload, so even large phone photos go up quickly. GIF and WebP photos are kept as they are, and HEIC photos become JPEGs.
Videos are converted to MP4 in the background. Until that's done, the video plays as it was uploaded.
The review page that opens from a review request email has its own, smaller size limits, and says so when a file is too large.
💡 Tip: If shoppers often send very long videos, set Max video length to 1 minute. Shorter clips upload faster and are easier to watch.