Troubleshooting
Images won't upload
Fix product photos, logos, storefront banners and AI Studio uploads that won't go through, crop to nothing, lose their transparent background or disappear after saving.
You can upload photos for products, your logo, your storefront and AI Studio from a computer or a phone. ShopEazy shrinks each photo in your browser before it uploads, so a big phone photo is fine. When an upload fails, it's usually the file type, an unsaved change or your plan status.
How uploads work
Knowing this makes most problems easy to spot:
- Any common image works. JPEG and PNG are the safest. The picker only offers image files.
- Photos are resized for you. Before uploading, your browser scales the photo down so its longest side is at most 1600 pixels. You don't need to shrink photos first.
- Most uploads go through a crop step. Product photos, your logo, storefront images and share images open a Position your image box first. Drag the box to move it, pull an edge to resize, or click Use whole image. Then click Use image to upload.
- Only PNG keeps a transparent background. After cropping, PNGs are saved as PNG and everything else is saved as JPEG.
- Nothing is saved until you save the page. An uploaded image appears straight away, but it only sticks once you click the page's save button: Save changes on a product, Save brand on Settings → Brand, or Save storefront in the storefront designer.
- Pages are different. Photos you upload in a block on a page under Storefront → Pages save with your draft automatically. There's no save button to click.
Where to upload
- Products: open the product and use Add, Take photo or From library in the images section.
- Logo: Settings → Brand, choose Upload and click Upload logo. You can also set a logo in the storefront designer.
- Storefront images: Storefront in the sidebar, then Upload logo, Upload background or Upload banner where they appear.
- Pages: Storefront → Pages, open a page, then add a photo in a block such as Image and text or Gallery.
- AI Studio: Library under AI Studio, then Upload a photo. Inside a Studio tool, use Choose a photo, or drop one here. Studio uploads skip the crop step and go straight into your library.
If something goes wrong
The Position your image box stays empty, and Use image does nothing. Your browser can't open that file type. This often happens with HEIC photos from an iPhone opened on a computer, or with unusual formats. Save or export the photo as a JPEG or PNG and try again. For product photos, you can also use Take photo to shoot the product with your camera from inside ShopEazy.
My logo has a black or white box around it instead of a transparent background. The logo wasn't a PNG, so it was saved as a JPEG, which can't be transparent. Export your logo as a PNG with a transparent background and upload it again.
"Please choose an image." You picked a file that isn't an image in AI Studio, such as a PDF. Choose a photo instead.
I uploaded a photo but it's gone after I left the page. You didn't save. Upload it again and click Save changes, Save brand or Save storefront before leaving. Look for Unsaved changes on the product page as a reminder.
The upload fails with "Upload failed — try again." or a long technical message. Try again on a stronger connection. If it fails again, save the photo as a JPEG and retry. A long message that starts "An error occurred in the Server Components render" means the upload was rejected on our side, for example because the file wasn't a readable image. If a normal JPEG still won't upload, email support with a screenshot.
Uploads or saves fail everywhere and there's a red banner at the top. Your plan has lapsed and your console is read-only until you subscribe again. Click Reactivate on the banner.
AI Studio uploads fail but product photos work. Studio uploads need an active plan, even though they don't use any credits. Check for the red plan banner. If there isn't one, try a JPEG, then contact support.
Images from my CSV import are missing or broken. The Image link column must be a full web address starting with http:// or https://, otherwise the import reports "Image link isn't a web address" and skips the image. The import links to the image where it's hosted rather than copying it, so if that website removes the image or blocks other sites from showing it, it breaks on your shop. Also, an import only adds an image to a product that has none, so a new link won't replace an existing photo. For reliable images, upload them to the product directly.
AI replaced my product photo. It didn't. When you use Improve this photo and keep the result, it's added alongside your original. Nothing is replaced. Remove whichever one you don't want, then save.