File upload troubleshooting

If you're having issues uploading files to your file storage area, File Storage page, or a content editor, follow the steps in this guide.

Step 1 - Check file size

Most issues with file uploads are caused by trying to upload a file that is too large.

  • There is a 20 MB limit for file uploads. For best results, we recommend files that are 5 MB or smaller.
  • We recommend using image files of less than 500 KB for best results. When it comes to image size, bigger isn't always better.
  • Compressed .zip folders can contain up to 100 files. Each file must be 5 MB or smaller, and the total folder size should be 20 MB or less.
Tip: To see the size of your file on a PC, right-click and choose Properties. On a Mac, Option + click and choose Get Info.

Step 2 - Check file name

Only use letters, numbers, underscores, and hyphens in file names. Other characters (like spaces, question marks, percent signs, and ampersands) may upload incorrectly or cause unexpected behavior.

Step 3 - Check storage capacity

How many files your site can support depends on your billing plan:

  • If you're on the Standard plan, your site has a limit of 2 GB storage. To see how much storage you're currently using, from the Website Management Bar, click File Storage under Data & Media.
  • The Unlimited plan has unlimited storage.

Step 4 - Change browsers

If you're having issues with loading, try a different browser, such as Mozilla Firefox.

Next steps

If the issue isn't file size or storage capacity, explore these troubleshooting tips:

  • Videos - We recommend you embed videos directly on a page or post.
  • Internet Explorer -- Your browser may not be loading ActiveX properly. To disable ActiveX uploading on Squarespace, from the Website Management Bar, click Website Settings under Structure. Then click Editing/Commenting, and choose Use HTML File Upload Fields from the File Uploading Method drop-down.
  • Browser extensions and add-ons -- Try temporarily disabling any browser extensions or add-ons, then try uploading the files again. If you can add files now, that means the extensions are the culprit.
  • Anti-virus programs - Try temporarily disabling any anti-virus software on your computer to see if these are preventing you from uploading files. Alternatively, you can update your antivirus software's settings to allow (whitelist) squarespace.com.
  • Flash - Ensure you have the most recent version of Flash (and the flash plugin) installed for your system and browser. To update your Flash player, visit http://get.adobe.com/flashplayer/.
  • Firewalls - Try temporarily disabling any software or hardware firewalls installed for your computer or your router.
  • Proxy server - Proxy servers are an intermediary between your computer and the servers at Squarespace. If you use a proxy server, try accessing your site from another location or internet connection to see if that resolves your upload issue.
  • Wireless Internet -- If you're using a wireless Internet connection, try plugging directly into your router or cable modem. Wireless connections can sometimes be unstable or inconsistent.

If you’ve reviewed all the options in this guide and you still can’t edit your site, contact us. Let us know which steps you already tried so we can help you most effectively.

Note: Squarespace 5 is our legacy platform from 2012. Although we still support Squarespace 5, fixing bugs or issues is a lower priority for us while we focus on our current platform, Squarespace 7. Squarespace 7 has an improved editing experience. Learn if moving to Squarespace 7 is right for you.
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File upload troubleshooting