Often clients will reach out with issues submitting their photos in Clear Connection either via Health Questionnaire, biweekly check-in's, or in the message portal. Clear Connection is not compatible with all types of photo formatting. If a client says they are unable to submit their photos, please have them check that the photos which they are trying to upload fit the following parameters:

• Photo format is either JPG, JPEG, PNG
• Photo size is under 16 MB

Many clients will try to submit photos from their iPhone. If they are having issues, a likely reason is that the camera setting is automatically formatting to "high efficiency" (HEIF/HEVC format). Please have them use the following instructions to switch to a format that is compatible with Clear Connection:

1. Go to Settings on iPhone
2. Go to Camera
3. Tap Formats and change the format from "High Efficiency" to "Most Compatible"

Client answer:

If you're having trouble submitting your photos in Clear Connection—for your Health Questionnaire, biweekly check-ins, or through the message portal—it may be due to your photo's formatting. Clear Connection is only compatible with certain photo formats and sizes.

Check Your Photo Settings:
To successfully upload your photos, please ensure:

• Format: The photo is in JPG, JPEG, or PNG format.
• Size: The photo is under 16 MB.

Special Note for iPhone Users:
If you're using an iPhone, your camera might automatically save photos in the "High Efficiency" (HEIF/HEVC) format, which is not compatible with Clear Connection. To switch to a compatible format, follow these steps:

1. Open your Settings app.
2. Scroll down and tap Camera.
3. Tap Formats.
4. Select Most Compatible instead of "High Efficiency."

Once you've adjusted this setting, any new photos you take will be in a format that works with Clear Connection.

If you've double-checked your settings and are still having trouble, feel free to reach out for assistance! We're here to help. 😊