Can't upload or attach a file

This happens when you upload or attach a file in the dashboard and the upload is refused: in Materials, in chat (attachments and voice messages), on an exercise, on the photo of a food or a supplement, in an assessment or a check-in, on a cover image, in a questionnaire, in a course lesson or in the public profile gallery. All these uploads go through the same checks, so the messages and the solutions are the same. When a check fails, the file is not saved.

The server answers with the first refusal it finds, in this order: too many requests, plan, account with too many active clients, team permission and, only then, the file (type and size) and the space. So a member without permission in a workspace whose plan does not include file uploads sees the plan message, not the permission one. After you resolve one refusal, the next one may appear.

The profile photo and the brand logo do not go through these checks: they have their own limits and messages.

What to check, in this order

To find out why the upload was refused:

1. Read the message in the notice and look for it in the “Messages and solutions” section. If the screen shows only a generic sentence, continue with the next steps.
2. Confirm that the plan includes File uploads, the name the plan's feature list gives to file uploading. In a team's workspace, the owner's plan counts, not yours.
3. If you are in a team's workspace, open Team in the side menu and check under My permissions whether you have the permission that upload needs (“Permissions in a team” section).
4. Check the file: it must have content (0 bytes does not pass), be 2 GB at most and must not have a program extension, such as .exe or .bat.
5. Check the space: in the side menu, open Materials and look at the Storage card for the space used and the limit. In a team's workspace, the card shows the owner's space. If Materials does not appear in the menu, you are missing the permission to view Materials: ask the owner to check the space.

When the upload passes, the file appears in the place where you uploaded it.

To see the plan and the included features, see View your plan, what it includes and how much you use.

Messages and solutions

The sentences are the ones on the screen, copied letter for letter.

To free up space, see “Storage limit exceeded”: how to free up space. For the client limit, see You have more active clients than your plan allows. The sentences about too many requests and an unavailable server are in Server temporarily unavailable or too many requests in a row.

If the plan does not include file uploads, the Materials page does not show this notice. In your personal workspace, with files stored, it opens read-only, with the notice “Read-only mode: you can view, download, and delete files, but you cannot upload or change folders.” and without Upload; the same happens when the account is frozen for having too many clients. With no files stored, it opens on the locked feature screen, explained in Feature locked by your plan: what it means.

Accepted file types

• Chat, Materials and lesson files: any type, except programs.
• Exercises: images, videos and audio.
• Assessments, check-ins, questionnaires and workout notes: images and videos.
• Cover images, food photos, public profile gallery, images inside Materials pages and lesson images: images only.
• Lesson video: videos only.

Outside chat, Materials and lesson files, a video must be MP4, MOV, M4V, WebM, 3GP or MKV.

Permissions in a team

In a team's workspace, a member uploads files where they can edit: each upload accepts the permission of its own area, and Manage in Materials works for every upload. The owner does not need a permission. The areas and the actions use the names from the permissions editor.

In Materials, without Manage, the Upload and New folder buttons do not appear. The server reads the permissions on every upload, so a new permission applies right away; if a button stays hidden, reload the page. For the owner to give the permission, follow “How the owner gives access” in “No permission to access” and menu items missing for a member.

The images of your public profile and what you upload in My area are personal: they count toward your plan and your space, even with a team's workspace selected, and do not depend on the team's permissions.

Where the notice appears

Not every screen repeats the reason the server gave.

• They show the reason: chat, Materials (when uploading files or dragging them in), exercises, supplements, the photo of a food, cover images and Materials pages.
• They show a sentence of their own, without the reason: course lessons (“Upload failed”), the public profile (“Error updating cover image”), assessment videos (“Failed to upload the video.”) and, in Materials, the upload of a whole folder (“Something went wrong. Try again.”).
• When the upload uses the uploads card, at the bottom of the screen, the card shows “Upload failed” for about 2 seconds. In a chat conversation, the progress appears on the attachment itself.
• Two notices appear on any screen: the team permission one, in red, and the one about too many active clients, in amber.

If the screen only shows a sentence of its own, use the “What to check, in this order” list.

Messages your clients see

The plan's file upload feature and the team's permissions do not apply to clients. The files a client sends count toward your space, so the client's refusals depend on your space and on the coaching.

If this did not solve it

Contact support (see Contact Support and create a request) with the exact message, the screen you were on, the type and size of the file and the time you tried. If the refusal happened in chat, also see The message was not sent and Retry appears.