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Unkle Hek
Participant
November 14, 2025

P: Cannot upload reference image [merged thread]

  • November 14, 2025
  • 83 replies
  • 4784 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

    83 replies

    Greenwich22
    Greenwich22
    Participant
    May 20, 2026

    I am unable to add a reference image to use in my generation despite having 4000 credits that must be used today. 

     

    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity Manager
    Community Manager
    May 21, 2026

    Hi Greenwich22,
    Thanks for flagging. 
     

    The product team is still investigating this issue, and they’ve requested the following information to help reproduce it and work on a fix:

    • A reference image of the problem you’re encountering, shared in a zip file

    • Your operating system and browser details

    • A screen recording showing the issue as it happens
       

    Once we have this information, it will help the team diagnose the problem more effectively. Thanks again for your cooperation.


    Hajar

    Greenwich22
    Greenwich22
    Participant
    May 22, 2026

    I am now able to upload the reference image and add the prompts that I’d like done.  However, I am unable to generate an image.  I’ve tried google chrome and yahoo.  So very frustrating as I have work that needs to be done, and I’m getting behind. 

     

     

    sens_6922
    sens_6922
    Participant
    May 14, 2026

    Is there any fixes for this yet? I am using chrome and having the same issue

    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity Manager
    Community Manager
    May 14, 2026

    Hi sens_6922,
    Thanks for reaching out.

    The product team is still investigating this issue, and they’ve requested the following information to help reproduce it and work on a fix:

    • A reference image of the problem you’re encountering, shared in a zip file

    • Your operating system and browser details

    • A screen recording showing the issue as it happens

    Once we have this information, it will help the team diagnose the problem more effectively. Thanks again for your cooperation.


    Hajar

    bilgin741
    bilgin741
    Participant
    May 11, 2026

    dosya yükleyemiyorum
    düzgün çalışmıyor sürekli hata veriyor

     

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

      Hi bilgin741,
      Thanks for flagging.
       

      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 and browser you are currently using.
      3. A screen recording of the issue to assist them in reproducing it.

       

      Thanks
      Hajar

      Keith_Jones0937
      Keith_Jones0937
      Participant
      May 2, 2026

      This is getting to much!! Nothing is working as it should!! Wanted to edit my photos with less stress!

       

        jacquelinelam
        jacquelinelam
        Participating Frequently
        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

          jacquelinelam
          jacquelinelam
          Participating Frequently
          May 4, 2026

          Hi Hajar,

           

          Please find the attachments for the mentioned issue. Thanks!

          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

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