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Bitship Docs

File & Upload Problems

Trouble getting a file uploaded or delivered correctly? Here are fixes for the most common file issues.

My upload fails or gets stuck

Section titled “My upload fails or gets stuck”
  • Check your connection — large files need a stable network; a dropped connection interrupts the upload.
  • Retry the upload from the product form.
  • For very large products, a wired connection or a compressed ZIP uploads more reliably than a huge file over Wi-Fi.
Section titled “Should I upload the file or use an external link?”

Both work. Upload directly to Bitship if you want everything in one place; use External Link if you’d rather host the file yourself (for example, on Google Drive) and just have Bitship point to it. See Create a Product.

The file uploaded but won’t play or open for customers

Section titled “The file uploaded but won’t play or open for customers”
  • Confirm the original file opens on your own machine — a corrupted source uploads as corrupted.
  • Re-export or re-save the file, then re-upload it on the product.
  • For media, use a widely supported format (MP4 for video, MP3 for audio, PDF for documents).

Wrong file was delivered

Section titled “Wrong file was delivered”
  • Check the product’s mapping in Products — it may be attached to the wrong Square item or variation. Fix it in Create a Product.
  • Past deliveries for that order aren’t automatically corrected — contact support if a customer already received the wrong file.
Section titled “An external link is broken”

If a product uses External Link and the destination has moved or its sharing permissions changed, customers won’t be able to access it. Update the URL on the product as soon as you notice.

Still stuck?

Section titled “Still stuck?”

Email nick@bitship.app with the product name and a description of the problem.