Difficulty uploading photos with iOS

If you are on an Apple product (Mac, iPad, iPhone), you may have trouble adding photos into the reel builder. Apple uses a photo format called HEIC, and our reel builder only accepts JPEG photos. Most of the time iOS recognizes that JPEG photos are required, and automatically converts HEIC images to JPEG. However, occasionally this automatic conversion does not happen. The frame will either remain black or you will see a "please use JPEG format" error message.

To resolve this issue, convert your image to JPEG manually and then upload. Please be sure to use Firefox or Chrome – Safari is not as compatible with our reel builder.

If these steps don't resolve the issue, you can try to email the photos to yourself and open them on a different device or as a last resort you could even take a screenshot of your photo and use the screenshot to build your reel instead of the original photo. If you are on a Mac you can use the screengrab and crop feature to do this. If you do email yourse3lf the photos, be sure to email them at full size/quality.

Please reach out to us if the issue persists.