"Unable to Send" Error Message

Did you receive an "Unable to Send" error message when trying to send an attachment using Sideline?

Possible Reasons you're receiving this error:

• Unable to send the photo or video due to an incompatible file type.
• *There's currently an outage with our service. 

*If you are having trouble with sending or receiving files that are supported, please refer to the Sideline Service Status Page first to check if there are any current texting disruptions within Sideline. 

Supported File Types

Sideline only supports standard photo and video formats.

Pictures

Sideline supports image/PNG/JPG files. If your device's Photos app can view it, we can send it (for the most part). 

Note: Animated GIFs and iOS Live Photos will be sent as still images.

Videos

Sideline supports video/mp4. Generally, any video format recorded on your device can be sent (if under 60MB).

Incompatible File Types

Sideline only supports standard photo and video formats. If you receive this error, you may be attempting to send a file type that is unsupported. 

If your photo or video is greater than 60MB...

iOS:

When attempting to send a video larger than 60MB, you will receive a message that states "Video too long to send. Please select a smaller clip from this video"

If your video is too long to send in a message, try decreasing the length of the video by editing within your Photos app.

When attempting to send a photo larger than 60 megabytes, you will NOT receive an error message. The photo will be automatically compressed so it can send.

Android:

If the video file is greater than 60MB, you may receive a red ! next to the attempted message (more info). This will only happen if the app is unable to compress the file size.

If compressed, there will be an HD video file and a low-resolution video file.

Tip: There are a variety of applications available for download that compress video and image sizes. 

**If you've attempted to send a file that is believed to be supported by Sideline, let us know. We'll investigate further to understand where the error is coming from.