Did you receive an "Unable to Send" error message and you're unsure of why?
Reasons for this error include:
- Unable to send Photo/Video
- Incompatible file type
If you are having trouble with sending or receiving text messages or picture messages, please refer to the Sideline Service Status Page first to check if there are any current texting disruptions within Sideline.
Unable to send Photo/Video
Sideline only supports standard photo and video formats. For pictures, we support image/PNG/JPG. If your native Photos app can view it, we can send it (for the most part).
*animated GIFs and iOS Live Photos will be sent as still images.
For videos, we support video/mp4. Generally, any video format recorded on your device can be sent (if under 60MB).
Incompatible file type
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 automatically be compressed in order to be sent.
Android: If the video file is greater than 60MB, you may receive a red exclamation point next to the attempted message. This will only happen if the app is unable to compress the file size.
If compressed, there will be an HD video file and low resolution video file.
Tip: there are a variety of applications available for download that compress video and image sizes. Just do a quick search in your app store to explore your options!
**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.