Images and uploads
Several parts of Survey Manager let you upload a picture: the banner on a campaign, the logo on your survey, the background behind it. They all follow the same rules, and this page is the whole of them.
The rules exist for one reason. Every image you upload here is downloaded again by a responder — on their phone, often on mobile data, in the second before they decide whether to engage. So we accept the formats every browser can display, and we keep files small enough to arrive quickly.
Where you upload images
| Where | What you upload |
|---|---|
| Callback, Refer a friend, Google review and Image display campaigns | A desktop image and a mobile image |
| A survey's theme, in the designer | A logo image and a background image |
Everywhere else — the message body of a pipeline, the HTML of an on-screen incentive — you add pictures by pasting their web address, not by uploading them. Those images have to already live somewhere public on the internet; the limits below don't apply to them, but a slow or broken link is your responsibility rather than ours.
File types you can upload
| Format | File extensions | Best for | Transparent backgrounds |
|---|---|---|---|
| PNG | .png | Logos, text, artwork with sharp edges | Yes |
| JPEG | .jpg, .jpeg | Photographs and rich, detailed images | No |
| GIF | .gif | Simple graphics, and short animations | Yes |
| WebP | .webp | Anything — smaller files at the same quality | Yes |
| AVIF | .avif | Anything — the smallest files of all | Yes |
| BMP | .bmp | Accepted, but files are very large — save as PNG instead | No |
| SVG | .svg | Logos and flat illustrations that stay sharp at any size | Yes |
If a format isn't in the table above, it isn't supported
This list is complete. There is no additional format that works if you name the file differently, and no setting anywhere that widens it. If your picture is in something else, open it in any image editor or photo app and export or save it as PNG or JPEG — every tool can do both.
Formats people try that we don't accept
- HEIC and HEIF — what an iPhone saves photos as by default. Most browsers can't display one at all, so a responder on Android or Chrome would see nothing. On an iPhone, open the photo, choose Share → Options and turn on Most Compatible, or email it to yourself, and you'll get a JPEG.
- TIFF (
.tif,.tiff) — a print and scanning format. Browsers don't display it. Save as PNG or JPEG. - Icon files (
.ico) — meant for browser tabs, far too small for a banner. Use a PNG. - PDF — a document, not an image, even when it holds a single picture. Export the page as PNG or JPEG.
- Design files — Photoshop, Illustrator, Figma, Canva and Sketch documents. Every one of those tools has an export option; use it, and choose PNG or JPEG.
How big a file can be
Each image can be up to 5 MB.
That is per image, not per campaign: a desktop image of 5 MB and a mobile image of 5 MB are both fine. The check happens the instant you choose the file, before anything is uploaded — so if it's too large you find out immediately, and you're told the size of the file you picked alongside the limit.
Most artwork is nowhere near 5 MB. If yours is, one of these is usually why:
- It's a photograph straight from a camera or phone. A modern camera produces 8–20 MB images sized for printing. Resize it to the width it will actually be displayed at and it will drop below a megabyte.
- It's an animated GIF. Animation is the quickest way to a large file, because a GIF stores every frame in full. Shorten the loop, drop the frame rate, or reduce the number of colors.
- It's a BMP. BMP stores every pixel uncompressed. The same picture saved as PNG is routinely twenty times smaller and looks identical.
Aim well under the limit, not just below it
5 MB is the point at which we refuse a file, not a target. A banner around 200–400 KB loads instantly even on a poor mobile connection, and nobody will be able to tell the difference. Export at roughly twice the size the image is displayed at — enough to stay sharp on a high-resolution screen — and save as WebP or JPEG at about 80% quality.
Renaming a file doesn't change what it is
We identify a file by looking inside it, not by reading its name. Three consequences, all of them in your favour:
- Renaming won't get an unsupported file through. Changing
holiday.heictoholiday.jpgdoesn't convert anything — it's still a HEIC, and it will still be refused. Export it properly instead. - A wrongly named file still works. If a picture is genuinely a GIF but ended up called
banner.png, it uploads and displays correctly. We store it as what it really is. - A file with no extension at all is fine. Pictures dragged out of another browser tab, or saved from a chat app, often arrive with no extension and no type. They upload normally.
What you'll see when a file is refused
Nothing is uploaded and nothing is saved — you simply pick a different file and carry on. The message tells you which of the two rules the file broke:
- Too large — the size of the file you chose and the 5 MB limit, so you know how much to save.
- An unsupported format we recognize — what it is and what to do about it, such as a HEIC photo needing to be exported as JPEG.
- Something that isn't an image — the list of formats to use instead.
If a file is refused after you press save rather than when you pick it, nothing has been half-saved. Fix the image and save again.
Replacing and removing images
Uploading a new image replaces the old one. There's no gallery and no version history — the previous file is discarded, so keep your own copy of anything you might want back.
On a campaign card that covers several workspaces, Bulk edit images applies one picture to every campaign in the group in a single step, rather than uploading it to each one in turn. It's checked once, before any of them are changed.
In the survey designer, the logo and background images each have a remove button that clears the image without putting another in its place.
How big an image appears
There are no required dimensions — any width and height is accepted, and nothing is refused for being the wrong shape. What decides how an image looks is the space it's shown in, and that space adapts to the responder's screen. The live preview in the survey builder and beside each campaign upload is the place to judge the result. As a guide to the space each image fills:
| Image | The space it's shown in | Export it at about |
|---|---|---|
| Survey logo | Scaled to fit within 180 px wide by 40 px tall, keeping its proportions | 360 × 80 px, with little empty margin around the logo |
| Survey background | Covers the whole screen behind the survey, and is cropped to fill it — the edges may be cut off depending on the screen's shape | 1920 × 1080 px, with nothing important near the edges |
| Campaign image | Stretches across the full width of the survey card, up to 640 px wide; its height follows the image's own proportions. The mobile image is shown when the card is narrow, as on a phone, and the desktop image otherwise — if you upload only one, it's used for both | Desktop: 1280 px wide. Mobile: about 920 px wide, in a squarer shape |
Because a logo is fitted into a short, wide space, a tall or square logo appears small. A wide version of your logo, cropped close to the artwork, uses the space best.
Two images, not one
Campaigns ask for a desktop image and a mobile image on purpose. A single picture stretched to fit both a widescreen monitor and a phone held upright looks wrong on at least one of them — usually the phone, which is where most responders are.
Give the desktop version a wide, short shape and the mobile version a squarer one, keep any text large enough to read at the smaller size, and use the live preview beside each upload to check both before you go live.
Where your images end up
An uploaded image is published to our content network so a responder's browser can load it, which means anyone who has the link can view it. That's what makes it appear on the thank-you screen at all. Treat these as public: never upload anything confidential, and never upload a picture containing personal data such as a customer's name, order or contact details.