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Supported Image Formats in the Driver App

Updated

Why am I seeing an “Unsupported Image” error?

When uploading photos in the driver mobile app, you may occasionally see the following message:

Unsupported Image
The selected image could not be used. Please try a different photo or use the camera option to take a new one.

This message means the image you selected isn’t in a file format that the app currently supports.

What image formats are supported?

The driver app supports the following image formats on both iOS and Android devices:

  • JPEG
  • JPG

These formats are required so images can be safely and consistently compressed before storage.

Why might my image not be supported?

There are several common reasons this can happen:

1. Screenshots

  • On iPhones, screenshots are usually saved as PNG files.
  • PNG files are not supported for upload at this time.

2. Images saved from other apps

Photos that are:

  • Downloaded from emails
  • Saved from messaging or social media apps
  • Exported from editing or scanning apps

may be saved in formats such as PNG or WebP, which aren’t supported.

3. Images that have been edited

Editing an image (cropping, annotating, or marking up) can sometimes change the file format or metadata, making it incompatible.

4. HEIC images (iPhone photos)

  • iPhones often store photos as HEIC files.
  • These are automatically converted to JPEG by the device when selected for upload, so HEIC photos are usually not an issue.

What’s the easiest way to avoid this issue?

✅ Use the camera within the driver app to take the photo directly.

Photos taken using the in‑app camera will always be saved in a supported JPEG format and will upload successfully.

Still having trouble?

If you’re unable to upload an image selected from your device:

  1. Please send the image via text message to your contact at your transport operator.
  2. They can then forward the image to support.
  3. This allows us to check the file type and confirm why it wasn’t accepted.

Summary

  • ✅ Supported formats: JPEG / JPG
  • ❌ Unsupported formats commonly include: PNG, WebP
  • Screenshots are a frequent cause of this issue
  • Using the in‑app camera is the most reliable option

If you continue to experience issues, please contact support with the image you’re trying to upload.