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Unkle Hek
Participant
November 14, 2025

P: Cannot upload reference image [merged thread]

  • November 14, 2025
  • 79 replies
  • 4578 views

I’m currently unable to upload photos to Firefly for editing, despite the service working for only about a week and a half. Considering the cost, this disruption is unacceptable. Please address this issue promptly or provide a full refund.

    Pinned Reply By Kartika Rawat
    Hi all!
    We appreciate you bringing this to our attention. The product team is requesting the following information to investigate the issue further:
    1. A reference image of the problem you are encountering.
    2. The browser and operating system you are currently using.
    3. A screen recording of the issue to assist them in reproducing it.

     

    Thanks, 

    Kartika

    79 replies

    jacquelinelam
    jacquelinelam
    Participant
    April 27, 2026

    Hi,

    I have encountered ongoing issues when using Firefly. Sometimes I can successfully upload images, but other times the upload fails and nothing appears. When this happens, Firefly becomes unusable. I have tried reloading the page and signing out and back in, but there is still no response to any requests.

    Additionally, the photo editing function has problems. For example, when I attempt to remove an area from a generated image, I am unable to select the area, and the Generate button disappears. This issue is now happening very frequently.

    Could you please advise what I should do? At the moment, I am unable to use Firefly properly.

    Thank you.

    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity Manager
    Community Manager
    April 29, 2026

    Hi jacquelinelam,
    We appreciate you bringing this to our attention.

    The product team is requesting the following information to investigate the issue further:

    1. A reference image of the problem you are encountering.
    2. The operating system you are currently using.
    3. A screen recording of the issue to assist them in reproducing it.

     

    Thanks
    Hajar

    Liza_Korsakova
    Liza_Korsakova
    Participant
    April 1, 2026

    The photo is not uploaded to the "Verification Image" section

      Hajar Toutsi
      Community Manager
      Hajar ToutsiCommunity Manager
      Community Manager
      April 2, 2026

      Hi Liza_Korsakova,

      We appreciate you bringing this to our attention.

      The product team is requesting the following information to investigate the issue further:

      1. A reference image of the problem you are encountering.
      2. The operating system you are currently using.
      3. A screen recording of the issue to assist them in reproducing it.

       

      Thanks
      Hajar

      Liza_Korsakova
      Liza_Korsakova
      Participant
      April 3, 2026

      This issue has been resolved, it was apparently a temporary error. I also requested that the prompt field allow more than 1024 characters to describe the problem in more detail. Can this issue be resolved?

      marce1111
      marce1111
      Participant
      March 23, 2026

      Me pasa lo mismo y yo estoy usando Chrome

       

      Hajar Toutsi
      Community Manager
      Hajar ToutsiCommunity Manager
      Community Manager
      March 24, 2026

      Hi marce1111,

       

      We appreciate you bringing this to our attention. The product team is requesting the following information to investigate the issue further:

      1. A reference image of the problem you are encountering.
      2. The operating system you are currently using.
      3. A screen recording of the issue to assist them in reproducing it.

       

      Thanks
      Hajar

      tutkueser22
      tutkueser22
      Participant
      March 19, 2026

      referans görsel ekleyemiyorum
      r

      eferans eklemede hata yaşıyorum sadece 1 hak veriyor

        Hajar Toutsi
        Community Manager
        Hajar ToutsiCommunity Manager
        Community Manager
        March 20, 2026

        Hi tutkueser22,

        We appreciate you bringing this to our attention. The product team is requesting the following information to investigate the issue further:

        1. A reference image of the problem you are encountering.
        2. The browser and operating system you are currently using.
        3. A screen recording of the issue to assist them in reproducing it.

         

        Thanks
        Hajar

        BluempireCreative
        BluempireCreative
        Participant
        March 18, 2026

        Has this issue been fixed? It’s March and still unable to upload a reference image of my last mock up - and have missed the deadline to submit work due to this. Frustrating.

        Hajar Toutsi
        Community Manager
        Hajar ToutsiCommunity Manager
        Community Manager
        March 19, 2026

        Hi BluempireCreative,

        We’re very sorry to hear about the frustration this has caused and the impact on your deadline.

         

        Our product team has been investigating, but so far they haven’t been able to reproduce the issue. To help us get closer to identifying what might be triggering it, we’re collecting as much data as possible.

         

        Could you please share your reference image with us? That will allow us to test it directly on our side and see if we can duplicate the problem.

         

        Thank you for your patience and for helping us track this down.
        Hajar

        Corey5C4D
        Corey5C4D
        Participant
        March 10, 2026

        my images wont add into firefly!
        i select the image and nothing happens. ive logged out and back in, refreshed it. tried other images. ive tried dragging and droppping or opening from my computer 

        M
        metallums18
        Known Participant
        March 10, 2026

        There appears to be a problem with that currently. I have the same issue.

        However, it may actually be adding your reference image, just not showing us that it has.   So if you run the creation it might use it as you desired.  If it doesn’t look like the generated image used your reference, click the thumbs down/report button and it will pop open a report-it type window that shows your settings-used and an area to describe your thoughts.  On the left, it may show that reference image in a small thumbnail that you never saw load previously.  it did for me.   And that thumbnail was my hint that my ratio on the image I uploaded was far too wide and it cropped to only use a portion of that reference image.  Which firefly tried to use that cropped portion as the reference image, and once I noticed that I finally understood why my generated images looked as they did.

        The settings on the upload of reference image are limited and should allow us to set the size/exact ratio of the image we are uploading so we know it won’t get cropped to something else.  That, or they need to state which size it needs to be.   But if you want to emulate a wide format image you upload for reference,  all I saw as an option is to select “wide”.  Is that 16:9 wide or something else?  Idk  But trying that a second time, still not seeing my image uploaded after selecting it, I chose wide setting and the generated images did end up more closely following my wide reference image.

        Hajar Toutsi
        Community Manager
        Hajar ToutsiCommunity Manager
        Community Manager
        March 11, 2026

        Hi metallums18,

        Thank you so much for sharing your insight.

        The details you’ve provided are incredibly valuable to us. Even though the team is still investigating and has had difficulty reproducing the issue, what you’ve described gives us a new angle to explore.
         

        If you’re able to share additional examples, such as a screenshot of a generation where the reference image didn’t appear to upload but still showed up in the feedback tab, that would be a huge help. The more context we have, the better we can understand and resolve this.
         

        We really appreciate your effort in helping us dig deeper into this.

        Hajar

        rafaelprado
        rafaelprado
        Participant
        March 9, 2026

        nao consigo mais importar fotos para o quadro do firefly em nenhum formato de imagem
        nao é possivel arrastar arquivos de imagem de nenhum tipo para o quadro do firefly. isso aconteceu de repente

        M
        metallums18
        Known Participant
        March 5, 2026

        Same or similar problem.  Cannot upload a reference image for composition or style, or rather, it doesn’t show in that settings panel once you do.  Such as the default ones shown there.  So you don’t think it loads any custom image. I think it used to.  Now doesn’t.  So obviously I’m not going to adjust the slider for an unselected option in that panel.  

        I thought it wasn’t uploading at all.  Until I tried to generate an image which frankly came out rough.  I was looking for a delete option when hovering the generated images  but only found the thumbs up or down buttons.  Chose thumbs down button and that popped open the report details panel to ask me details about it.  In that panel, it showed my uploaded composition image there as one of the options and an option to send that along with report.  So it was using the uploaded image I guess.  

        Also noticing that uploaded image shown in the report window, I see it only showing a small cropped version as if a cropped thumbnail.  The generated image options looked closer to that super cropped thumbnail, which helped explain when the generated images were really nothing like what was directed or requested.   Didn’t explain all the unrealistic organic edges on things but composition wise they matched that cropped thumbnail looking view of my uploaded image.

        Using Chrome browser on Windows 11 PC.  Report was sent.

          leiva.arqui
          leiva.arqui
          Participant
          March 4, 2026

          no puedo subir archivos desde mi dispositivo para generar videos 

          no me permite subir archivos desde mi dispositivo

           

            Hajar Toutsi
            Community Manager
            Hajar ToutsiCommunity Manager
            Community Manager
            March 5, 2026

            Hi leiva.arqui,

            Thanks for reporting this.
             

            This is a known issue that other users have also encountered, and we’ve consolidated all reports in this thread.

            We’ve escalated the matter to the product team, who are actively working on a fix. They’ve requested the following information to help with their investigation:

            • A reference image showing the problem you’re encountering

            • The browser and operating system you’re currently using

            • A screen recording of the issue to assist in reproducing it
               

            Your input will be very helpful, and we appreciate your patience as we work toward a resolution.


            Hajar

            [Moved to bug reports]

            SAB RILLE
            SAB RILLE
            Participant
            March 4, 2026

            je n'arrrive pas a télécharger l'image de référence pour générer une vidéo, il ne me la télécharge pas
            Bonjour, je souhaite animer une image que j’ai moi meme sur mon pc, et dans le volet ou il m’ai proposé de télécharger l’image de référence, l’image ne se télécharge pas.

              Hajar Toutsi
              Community Manager
              Hajar ToutsiCommunity Manager
              Community Manager
              March 5, 2026

              Hi SAB RILLE,

              Thanks for flagging this.
               

              We’ve already escalated this issue to the product team to look more closely into what’s happening. You can also help us if you could share a few details with us:

              • An example image that triggers the error

              • The operating system and browser you’re working on

              • A short screen recording showing the issue

               

              Thanks so much for your patience and for bringing this to our attention!

              Hajar

               

              [Moved to bug reports]

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