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Help Desk: Thank you.
Now I understand the issue. We do not support HEIC format. The good news is that Apple auto converts to JPEG when you drag and drop the images from the photos app to the desktop or into our uploader. This is on Catalina 10.15. I am not sure about earlier versions of the macOS.
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Help Desk: There is an update coming
It is currently under review with Apple and should appear within the next few days...
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