Picture/Video FAQ

This page contains frequently asked questions and answers about submitting files with NYC311 Service Requests. The City does not provide support for issues not directly related to this feature, such as problems with your personal computer or Web browser.

Q: What kind of files can I submit?
A: You can attach documents, pictures, and videos to select Service Request types.

  • Documents: .pdf
  • Pictures: .bmp, .ciff, .dng, .gif, .heif, .hevc, .hvif, .jfif, .jpeg, .jpg, .png, .tiff
  • Video: .3g2, .3gp, .avi, .f4a, .f4b, .f4p, .f4v, .flv, .gif, .m2ts, .m2v, .m4v, .mkv, .mov, .mp2, .mp4, .mpe, .mpeg, .mpg, .mpv, .mts, .ogv, .qt, .ts, .vob, .wmv

Q: What's the maximum total size of the files I submit?
A: You can submit up to three files. The size of each file can’t be more than 5 MB.

Q: How many files can I submit?
A: You can submit up to three files with each Service Request.

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.

Q: Why is this file submission feature available only on select forms?
A: You can only upload files for certain types of issues during the pilot phase of this program. After the pilot phase, we expect to add this feature for additional Service Request types.

Photo or video evidence isn’t necessary for City Agencies to take action.  

Q: How may the City use the videos, pictures, or audio files I submit?
A: The appropriate City agency may 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. By uploading images to 311 you agree that the City may use the images for whatever purposes it sees fit. The City cannot guarantee that images will be reviewed or relied upon by its investigators.

Q: How do I upload files?
A:

  1. Click the "Add Attachment" button on the What page of the Service Request form.
  2. Click the “Choose Files” button on the pop-up window.
  3. Select the file you want to submit. After the file has been uploaded, it will be listed on the What page so you can preview before continuing with your request.
  4. Finish filling out the rest of the Service Request form. When you’re ready to submit, click the "Complete and Submit" button to send your Service Request and the file to the City.

Q: Where can I find NYC311's privacy policy?
A: You can review NYC311’s Privacy Policy at https://www1.nyc.gov/assets/doitt/downloads/pdf/311-privacy-policy.pdf.