Hi there! I understand you're having trouble uploading your photo to Virgin Voyages. To help you better, could you tell me a bit more about what's happening? For example, are you using the Virgin Voyages app or the website? Is there any error message when you try to upload? Also, are you trying to upload a selfie, a passport photo, or another kind of image?

Once I know this, I can guide you step-by-step to fix it. In the meantime, a common first step if you're using the app is to uninstall it and then reinstall it, as this often resolves upload glitches. Let me know!

I am using the Sailor app. Taking a selfie for security purposes and I get a message that it wont upload

Thanks for sharing that you're using the Sailor app and the selfie upload for security is not working with an error message. That helps narrow things down.

Let's try the following steps to get your selfie uploaded properly:

1. Check Your Internet Connection: Make sure you have a stable Wi-Fi or cellular connection, as uploads can fail if the connection drops.

2. Close and Reopen the App: Fully close the Sailor app on your device—don't just minimize it—and then reopen it. Sometimes that refreshes the session.

3. Reinstall the Sailor App: Uninstall the app completely from your device, then reinstall it fresh from your app store. This fixes many app-related bugs including upload issues.

4. Take Your Selfie in Good Light: Make sure the photo meets requirements—no hats, sunglasses, and facing forward with your face fully visible, as per the guidelines.

5. Restart Your Device: A simple reboot of your Windows system can clear temporary glitches.

6. Check App Permissions: Since you're on Windows and using a WebKit-based environment, confirm that your camera and microphone access permissions are enabled for the app or browser you are using for the Sailor app.

7. Try Uploading From a Different Device: If possible, try to log into the app on another phone or tablet and see if the selfie upload works there. It could be device-specific.

I found similar advice from other Virgin Voyages guests experiencing upload issues, emphasizing the reinstall and permissions check steps1 2.

If these steps don’t resolve the issue, please let me know any specific error messages or behaviors you see, and we can dig deeper. Otherwise, I’m here to help as you try these!

Are you able to try these and see if your selfie uploads?

ok, deleted the app,, rebooted my phone, reinstalled the app and I am still getting the message "Could not uplod photo try again".

Thanks for letting me know you’ve already deleted, rebooted, and reinstalled the app but the selfie still won’t upload. Since the basic troubleshooting didn’t solve it, let’s move to some additional checks:

1. Check File Size and Format: Sometimes the app restricts photo file size or format. Make sure your selfie is a standard photo type like JPEG or PNG and not too large. When you take the selfie through the app, it should compress it automatically, but if you’re uploading a saved photo, double-check this.

2. Clear App Cache (if possible): On Windows or devices that allow it, clearing the app’s cache can sometimes resolve stubborn issues. If you don’t see a clear cache option, reinstall usually covers that.

3. Try a Different Network: If you’re on Wi-Fi, switch temporarily to cellular data or a different Wi-Fi network to rule out network restrictions or firewall issues causing upload failure.

4. Check Date and Time Settings: Incorrect date/time settings on your phone can sometimes impact app functionality, including security validation.

5. Ensure the App Is Fully Updated: Confirm that you have the latest version of the Sailor app installed.

6. Try Uploading the Photo via the Website: If the app still won’t accept the photo, check if you can upload your selfie through the Virgin Voyages website portal using a browser on your Windows device. This is often an alternative option.

If after these you still face the error, it might be an issue on the server side or something specific to your account settings. At that point, I’d recommend escalating this to Virgin Voyages support directly at [email protected] where they can check your account and backend status.

Let me know how these steps go! Are you comfortable trying the website upload option or switching networks? I’m here to walk you through it.