First, check for pop-up messages that might identify the issue. If you are using a laptop or desktop computer, try using a different browser. If you are using a mobile phone, please make sure the network is stable enough to upload a picture. Our system does not recognize PDF files. PDF’s will need to be converted to either a JPG or PNG file. If neither of these options work, try using another photo. If you are still unable to upload, please contact Customer Service Representatives.