A website photo will not upload or cannot be removed
The rules for photos on your website (JPEG, PNG or WebP up to 10 MB), how to fix an upload that fails, and why an image that a saved version still uses cannot be deleted.
On this page
If a photo will not upload, the cause is almost always its type or size. Check these first: the file is a JPEG, PNG or WebP, and it is 10 MB or smaller.
The rules for photos
| Rule | Detail |
|---|---|
| Types | JPEG, PNG or WebP. Other types, such as HEIC, GIF or PDF, are refused. |
| Size | Up to 10 MB per photo. |
| Logo | A PNG with a transparent background works best. |
| Cover photo | A wide photo, at least 1,600 pixels wide. |
| Gallery block | Up to 24 photos. |
| In total | Up to 400 uploaded images for your business. |
Verimly looks inside the file to find out what it really is, so renaming a file to .jpg does not help. Each upload is stored as WebP in several widths (480, 960, 1,600 and 2,400 pixels, never enlarged), and visitors get the size that fits their screen, so a large photo does not slow your site down. Uploaded photos are public: anyone who has the photo's address can view it.
Upload a photo
- In Website, choose Edit website.
- Click the block or setting that has a photo, such as the Opener, a Gallery or Site › Logo.
- Drag a photo onto the field, or choose a file. While it uploads you see Uploading….
- For a cover or large photo, click the picture to set the focus point. The focus point decides which part of the photo stays in view when it is cropped.
- Add a short Image description where asked. It helps visitors who use screen readers.
You can also choose Use a link instead and paste an https:// link to an image that is already online. Uploading is better: the link stops working if the other site removes the photo.
Replace swaps the photo and Remove takes it off the block. Remove only takes the photo off the page. It does not delete the image from your stored images.
If the upload fails
| Message | Cause and fix |
|---|---|
| Use a JPEG, PNG or WebP image. | The file type is not accepted. Export or save the photo as JPEG, PNG or WebP. |
| This image is larger than 10 MB. | Make the file smaller: export it at a lower quality or resize it. A photo up to 2,400 pixels wide is more than enough. |
| This image could not be read. Try another file. | The file is damaged or not a real image. Open it on your computer, save it again and retry. |
| The image could not be stored. Please try again. | A temporary problem on our side. Wait a moment and retry. |
| You reached the maximum number of images (400). Remove a few first. | Your business has reached the limit of uploaded images. The editor cannot delete stored images, so contact support, see Contact support. |
MEDIA_IN_USE: the image cannot be deleted
MEDIA_IN_USE appears with the message "Your website still uses this image. Remove it from the website first." It means something tried to delete an image that is still in use.
An image counts as in use when it appears in:
- your draft website,
- the live website,
- any earlier version of your website. Every version you published is kept so you can restore it, and each one keeps its photos,
- your Knownbee listing (logo or cover), or a customer display.
To release an image, remove it from the page in the editor. An image that an earlier version still uses stays protected, because restoring that version would otherwise break. A photo used on a product or category gives a similar message, "A product or category still uses this image. Remove it there first."
For almost every business, you do not need to delete images at all: leave unused ones in place. They are not shown to anyone unless a page uses them.
Common questions
Can I upload a video?
Not to your website. Use an Embed block with a YouTube or Vimeo link, see Build your website.
Why does my photo look blurry?
It is too small for the place it is used. Use a photo at least 1,600 pixels wide for a cover or opener.
Still not working?
Send support the file type and size, the message you see, the time, and a screenshot of the editor. See Contact support.