GIFs won't upload on item listing

[RuaneDesign]

I'm trying to add a gif to my item listing but everytime I upload it I get the error message "Something went wrong. Please try again." It's been days and its still not working. I have tried both Safari and Chrome browsers.

The gif is 16mb which is under the 25mb maximum stated in Sqaure's website.

Is there anything imdoing wrong?

I sell foil prints so its important for me to be able to show the foil effect for customers.

Thanks

[MayaP]

Hello @RuaneDesign , I'm sorry you are having issues uploading gifs, that is odd. I did escalate this over to our team to look into and will update you when I have more insight. Thank you for your patience! 🙏

[MayaP]

Our support team is asking if you can contact them so they can investigate this matter further. They would like to look at your file so please make sure to have that available. You can reach the team at 0800 - 098 8008, 

squ.re/contactsqsupport. Thank you!

[RuaneDesign]

Hello, I tried to phone the number above, but it is asking for a customer code. 

[Breffni]

Hi @RuaneDesign - apologies for any confusion! 

Our support team in the UK are available from 9am-5pm (Mon-Fri). If you could call on 0800 - 098 8008 our team will be happy to take a look today. 

[RuaneDesign]

I called support and spoke to Rose over the phone. They read out the requirements for images and GIFs and the image needs to be under 20mb. I reduced the file size and it is now uploading to my item listing. Thank you.