Image or file uploads aren't working

I can't attach an image in chat

• The image button is greyed out. Not every assistant can read images yet. Hover over the button to see why, and try another assistant if you need image feedback.

• Too many images. You can attach up to 5 images per message.

• Wrong format. Use JPG, PNG, WebP or GIF. iPhone HEIC photos may need converting. Sharing them via email or AirDrop usually sends a JPG.

A file won't upload to My Files

• Check the file type. Supported: PDF, Word (.docx, .doc), Excel (.xlsx, .xls), PowerPoint (.pptx, .ppt), CSV, .txt, .md, HTML, XML and JSON. For images, attach them in chat instead.

• Very large or scanned PDFs can take longer. Wait for Processing to finish before using the file.

• Seeing a duplicate warning? You've already uploaded that file. Use the existing copy.

The Document Processor or Analytics won't start

Both work on a specific brand. Make sure a brand is selected under Active Brand, then try again.

My Shopify import failed

• Upload the products CSV exported from Shopify (Products → Export), not an orders or customers export.

• Don't edit the column headers before uploading.

• Check Import History for the error, and see Import your products from Shopify.

Still stuck?

Email support@getdesireai.com with the file name, file type and what happened.