Help
The website can’t open your photo?
This is common. It does not mean your phone is broken.
Many photos only live in a cloud album (online). The browser needs a copy that is already saved on this phone. Save it first, then choose the file again.
If you use Android
Example: Google Photos, Gallery, Samsung Gallery. Button names can differ a little by brand.
Step 1 — Open the photo
- Open your Photos or Gallery app.
- Tap the photo you want to use on this website.
Step 2 — Save a copy on this phone
You need a real file on the device. In Google Photos (and many gallery apps), that usually means:
- With the photo open, tap More (often three dots ⋮).
- Tap Download or Save to device (wording may vary).
- Wait until it says done. Then wait 2–3 more seconds.
Other paths that also work: Share → save to Files / Downloads, or “Save” if you see it under a shared conversation.
Official Google Photos help (download to device): open Google Photos help and search “Download photos or videos to your device”.
Step 3 — Choose the file again on the website
- Go back to the tool page and tap upload / choose file again.
- In the system picker, open Files, Downloads, or My Files.
- Select the photo you just saved.
Important: Do not only tap the same cloud-album thumbnail again. Use the copy that is already on the phone.
If you use iPhone
Same idea: full photo on the device, then upload.
Step 1 — Open Photos
- Open the Photos app.
- Tap the photo.
- If you see a cloud with a download arrow, tap it and wait until the full photo loads.
Step 2 — Keep a copy on the iPhone
- Make sure the full photo is on the phone (cloud icon gone), or
- Tap Share → Save to Files (or Export) → choose On My iPhone / Downloads.
- Wait 2–3 seconds after it finishes.
Step 3 — Upload again
Return to the website and choose the photo you just saved.
If the site says the format is not supported
Many iPhone photos are HEIC. Convert to JPG first, then upload the JPG.
Free HEIC to JPG converterFAQ
Why does the site fail even though I can see the photo?
Seeing a preview is not the same as having the full file on the phone. Cloud albums often show a small preview first. Until you download or save it, the browser may not be able to open it.
Is my phone broken?
No. This happens a lot on phones when photos are stored in a cloud album. Saving to the device usually fixes it.
Is this only Android?
It is more common on Android, but iPhone can have the same issue (photo still only in the cloud). iPhone may also need a HEIC → JPG conversion.
I already tapped the photo once. Why try again?
The first pick may have been a cloud placeholder. After you download or save, pick the file again from Files or Downloads so the browser gets the real copy.
Where did the downloaded photo go?
Common places:
- Android: Downloads, Gallery / Photos “Camera” or “Restored”, or My Files → Downloads
- iPhone: Photos (after full download), or Files → On My iPhone / Downloads
The Download option is missing
The photo may already be fully on the device, or your app uses different wording (Save / Export / Share). Try Share → save to Files or Downloads. On iPhone, also try opening the photo and waiting for any cloud download to finish.
Do I need a computer?
No. Save on the phone, then upload again from the same phone.
Does the website upload my photo to a server when I use the tool?
Our split tools are designed to process photos in your browser when possible. This help page is only about making sure the phone can hand a real file to the browser.
Still fails after I saved it
- Wait a few more seconds, then choose the file again from Files / Downloads.
- Try another browser (Chrome on Android; Safari or Chrome on iPhone).
- Turn off aggressive battery-saver for a minute.
- Send the photo to yourself (message/email), open that copy, save it, then upload that file.
- If the file is very large, compress it first: Image Compressor.
- If the format is not supported (for example HEIC): HEIC to JPG.
I only shared the photo with someone. Is that enough?
Sharing alone may not put a full file where the website can open it. After someone shares with you—or after you keep a photo in a cloud album—use Save and, if needed, Download so a copy exists on this device. Then pick that copy when uploading.