If you're encountering problems uploading your passport page image or headshot photo during your application, here are some steps to help you fix the issue and successfully complete your submission.
✅ File Requirements
To ensure your upload goes through, your file must meet the following criteria:
Accepted formats: JPG, JPEG, or PNG
Maximum file size: 10 MB
File must be clear and legible: Blurry, cropped, or glare-heavy images may be rejected
Passport page: Must show the entire page with your photo, personal details, and machine-readable zone
Headshot photo: Should be well-lit, forward-facing, and passport-style (no hats, sunglasses, or filters)
🛠 Troubleshooting Upload Issues
Try these tips if you're unable to upload your file:
Rename the file: Use a simple file name with no special characters (e.g.,
passport.jpg)Resize your image: If the file is too large, compress or resize it using a photo editing tool
Try a different device or browser: Uploading from a desktop computer often works best
Check your internet connection: A slow or unstable connection can interrupt uploads
Clear your browser cache: This can resolve display or functionality problems
📤 Already Uploaded but Not Showing?
Sometimes uploaded files may take a moment to display. If you’ve uploaded your photo but it doesn’t appear right away, refresh the page or wait a few seconds before trying again.
🙋 Need Help?
If you're still unable to upload your image, please contact us at support@joinsherpa.com. Include:
The email used for your application
A brief description of the issue
Attach the passport image or headshot you’re trying to upload
We’ll take it from there and help you complete your application.
