This page contains frequently asked questions and answers about the 311 at NYC.gov Picture/Video Upload tool and how to use it. The City does not provide support for issues not directly related to the tool, such as problems with your personal computer or Web browser.

Q: What kind of files can I submit?
A: You can submit videos, pictures, or audio files to be attached to a service request.

• Videos must be in .mov, .mpg, .mp4, .avi, .wmv, .3gp, .3g2, or .rm format.
• Pictures must be in .jpg, .png, .gif, .bmp, or .tif format.
• Audio files must be in .mp3, .mp2, .wav, .wma, .aac, or .ra format.

Q: What's the maximum total size of the files I submit?
A: You can submit between one (1) and three (3) files with a maximum total size of 3 MB.

Q: How many files can I submit?
A: You can submit up to three (3) files for a single service request.

Q: How many times can I upload files?
A: You can only upload files once for a given service request. Once you have successfully uploaded any files for a request, you will not be able to upload more, even if you had submitted less than three (3) the first time.

Q: Why am I getting a "this Video/Picture upload link is not currently available" message?
A: The 311 at NYC.gov Video/Picture Upload tool sometimes experiences technical difficulties. If you get a message like this, just try again later.

Q: Are my files subject to a virus scan?
A: Yes, when you try to upload your files, they will be scanned for security purposes. If a virus is found on even one of your uploaded files, you will not be able to upload any, even if the other files are considered safe. You can return to the Upload page to try again.

Q: When is a service request eligible for a video/picture upload?
A: You can only upload files for certain types of service requests. Additionally, the service request must still be active and there can have been no previous video, picture, or audio uploads for the same request.

Q: How long do I have to upload videos, pictures, or audio files?
A: You can only upload files within a certain period of time after the service request was made. The amount of time you have depends on the type of request and the agency involved. If you received an email confirmation from 311 after calling, the amount of time you have to submit is noted in that email.

Q: What do I do if the Video/Picture Upload link in the confirmation email from 311 is not working?
A: The link may not be working because the service request may no longer be eligible for uploads. Refer to "When is a service request eligible for a video/picture upload?" for more details.

You may also be getting an error message saying the system is currently down. In this case, please try again later and the link should work.

If neither of these is the case, you may not be able to upload files for this service request. The request will still continue to be acted upon by the appropriate City agency.

Q: What do I do if the 311 at NYC.gov link in the confirmation email is not working?
A: If the link in the confirmation email is not working, you can use the link on NYC.gov.

Q: How will the City use the videos, pictures, or audio files I submit?
A: The appropriate City agency will use these files to get an initial assessment on the complaint logged, giving that agency the ability to act more appropriately. Your contribution may or may not change the way the City would otherwise act on the request.

Q: How do I upload files?
A: To upload files, first click the "Browse" button on the Video/Picture Upload page. Select the file or files you want to submit. The file name(s) will appear in the space next to the "Browse" button. Then click the "Submit" button to send the file(s) to 311.

Q: Where can I find 311's privacy policy?
A: The link to the privacy policy is http://www.nyc.gov/html/doitt/html/about/about_311.shtml