Overview
Have questions about uploading your images? This article will help walk you through some of the more common questions and resolutions that you may run into when uploading your images.
Why Is My Upload Taking So Long?
Customers who experience longer than normal upload times, are most likely be due to the upload speed (provided by your ISP) and/or file size of the images you are uploading. For instance, JPGs are relatively small in file size compared to TIFFs, which may make a significant difference in upload times for orders with the same amount of images.
If you are experiencing this issue with the web uploader, we recommend trying out the FTP upload option for images with larger file sizes.
You can learn more about our FTP upload option below:
Why Aren't The Thumbnails Showing The Images I Uploaded?
When you upload your images, especially with a large order or file size, our system may not immediately recognize your images. This is especially common when uploading via the FTP uploader, as it takes longer to process the image thumbnails into your account. If your thumbnails don't immediately show your images, we recommend checking back in within an hour and then the thumbnails should be up to date.
Why Do I Get An "Error - File Type!" Pop-Up When Uploading My Image?
This happens when incompatible file formats are uploaded, such as RAW file formats. We only accept RAW file formats through our FTP uploader due to the large file sizes that RAW images can have.
Uploading Duplicate Images
If you accidentally upload duplicate images into a single or multiple orders, don't worry; Pixelz has a default process for handling them. When duplicate images are uploaded within 7 days, meaning images with the same data, into the same specification, Pixelz will automatically flag them as duplicates.
For example, if you upload 10 images with the web uploader and two are duplicates, you may only see 8 images when you go to confirm your order, as Pixelz has flagged the duplicates.
Charging and Processing Duplicates
Pixelz will always try to catch and flag duplicates before they are submitted to an order. This way, you will not be charged for any duplicate images that are processed. If you do end up being charged for a duplicate, we can easily credit your account for the duplicate images.
When your images are returned, we will return to you the duplicate images, just in case you need them. So if you upload 10 images and 2 of them are duplicates, we will still return the 8 unique images plus the 2 duplicates.
In case you need any further assistance, please contact our Customer Success Team at cs@pixelz.com
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