Please make sure your photo is in .jpg format and that the "uncompressed" file size is smaller than 6 MB. To reduce the file size, visit Photoshop.com. You should also check that your file name contains no spaces or special characters. (Correct: ourphoto.jpg Incorrect: Our Photo.jpg)
If you still have trouble, you can try emailing the photo to the photo upload email we provided under the photo uploader in your account.
Please contact us if you need help or have questions.