Can't upload the store profile picture

[BrandRocket]

Hi all, I tried to upload a store profile pic (500x500px, 400kb), but it doesn't work. It takes me through the crop step without displaying an image and then nothing happens.

[BagmakerSupply]

@BrandRocket   Are you trying to do this using an Etsy app or via browser (it makes a difference as to possible causes and potential solutions, otherwise we have to guess).

[BrandRocket]

Thanks for getting back to me. I've been using Chrome on my desktop.

[PillowDetails]

@BrandRocket  Not sure if you mean your profile pic, or the "shop icon" pic to the left - but either way - I have found the best results with taking pictures with my phone camera set to "square" mode. Like an Instagram post.

Your phone camera should have a setting like that.

[BrandRocket]

Sorry, maybe the screenshots will make sense, here they are : https://drive.google.com/drive/folders/1Cn8-oJiiSZd2oJf6KPtzwltN0vGE37PQ?usp=sharing

It is the Store icon and I already have the file it's just not showing up after the uploading

[JMOldeVintage]

Etsy can have glitches. I'd guess there's a "save" button somewhere after uploading?

Also, don't forget to add your shop policies - 
https://help.etsy.com/hc/en-gb/articles/115014372467-How-to-Set-Up-Your-Shop-Policies?segment=sellin...

Having shop policies is very important especially if a shop owner ever needs to use Etsy's seller protections. 

[BrandRocket]

Unfortunately, I tried everything. Is there a way to escalate the issue? If it's a bug that affecting my profile, then I won't be able to use Etsy 

[JMOldeVintage]

@BrandRocket - There is no way to escalate an issue on Etsy.
To contact them go to Shop Manager - Community & Help - Contact Us - Seller - Find the best topic & select it. From there you may be shown links to help articles, etc. Keep searching until you see "I still need Help" - this link will get you to Etsy's email to open a help request.

At times you may see chat (outsourced & will refer your issue up the ladder) or the rare ability to enter your phone number for a call back.

Just remember that if you receive a generic reply to your email that doesn't fix the issue - reply to that email - that your issue is Not Resolved.
Opening new help tickets only puts you to the end of the line again.