Using SWAY - cant upload images

Question

Using SWAY - cant upload images

Michaelides, Ellie 0

Hi

I am trying to upload images into Sway for a newsletter and I don't currently get the Upload option. Sway has become very slow to open and a number of my colleagues are experiencing the same issue when using their accounts, so this is happening across multiple MS accounts. We have tried to clear cache, change servers (using my hotspot), made sure we are in Edit function, tried from home and on our work campus. We have cleared content out of the newsletter as we thought it might be at its maximum, Please can you help?

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2 answers

Your answer

Answer 1

Hi @Michaelides, Ellie

Thank you for posting your question in the Microsoft Q&A forum.

Regarding your issue, since this is occurring across several Microsoft accounts within your tenant and you’ve already tried common troubleshooting steps (clearing cache, different networks, different locations, and editing mode), this suggests it may be a tenant‑level or service‑side issue rather than an individual account or device problem. In this situation, the best next step would be to ask your IT Admin to raise a support ticket through the Microsoft 365 Admin Center for deeper investigation.

A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.

Here’s what your Microsoft 365 Global Admin (IT Admin) should do next:

Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.   
Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.
If your subscription is managed through a Microsoft partner or reseller, they can also assist with opening a support request and liaising with Microsoft on your behalf.

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps. 

I apologize for redirecting you the related team support, as the moderators in this community don’t have access to the detailed system needed to troubleshoot this effectively due to privacy and security constraints. But Microsoft’s support team has elevated permissions and access to backend systems that we, as community moderators, do not. This ensures your issue is handled with the right tools and expertise and helps you get a faster resolution.

Hopefully they will be able to help with your issue and if you have any other questions or need further assistance, feel free to ask.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Steven Port 0 Reputation points

2026-03-11T09:17:40.17+00:00

I am also having this issue. I work across several Brisbane Catholic Education schools, and each are experiencing the same problems.
Jess-Q 12,795 Reputation points Microsoft External Staff Moderator

2026-03-11T13:34:18.77+00:00

Hi @Steven Port

Based on what I'm seeing today, there appear to be multiple users experiencing similar issues with Sway, so this may not be isolated to your account.

In this situation, I’d recommend asking your IT administrator to report the issue in Microsoft 365 admin center via the Service Health > Report an issue section.

In parallel, please also follow the steps I shared above to contact Microsoft Support. They can check your tenant and account configuration, involve additional resources if need, collect logs, and assist with deeper troubleshooting. This combined approach is usually the most effective way to handle cases like this and should help move things forward more efficiently.

As forum moderator, my role is limited to offering general guidance and basic troubleshooting, and I don’t have the ability to directly influence or expedite the engineering team’s investigation.

I understand the frustration this situation may cause, and I appreciate you taking the time to report it.
Steven Port 0 Reputation points

2026-03-12T06:06:09.29+00:00

Thank you for your assistance.
Jess-Q 12,795 Reputation points Microsoft External Staff Moderator

2026-03-12T10:33:50.2666667+00:00

Hi @Steven Port,

I’m glad the information helped guide you to the correct channel for raising a ticket. Hopefully the support team will be able to take it from here.

Answer 2

Sway supports adding images in two main ways: uploading files and inserting from connected sources. The upload option appears when adding or inserting content in an existing Sway.

To check and use the supported methods for adding images:

Open the Sway in Edit mode.
On the Storyline, select the + icon at the bottom of the card where the image should appear, then choose Image to add an image card.
To bring in an existing file, use the Insert menu on the top bar:
- Select Insert.
- In the content source menu, choose a source (for example, Upload from the device or OneDrive if the image is stored there).
- Search or browse to the file and add it.

If the Sway is already open and content is being added to an existing Sway:

On the menu bar, select Insert.
In the Suggested pane:
- Select OneDrive to insert a file stored in OneDrive.
- Select Upload to insert a file from the device.
Wait for Sway to process the file; large or complex files can take longer to appear on the Storyline.
After the content appears, switch to Design to confirm it has been added and adjust layout or style if needed.

Because the issue is affecting multiple accounts and Sway is slow to open even after clearing cache and trying different networks and locations, this points to a service-side or tenant-wide problem rather than a local browser issue. In that case, the next steps are:

Check Sway help and FAQ articles for any current limitations or service notes.
If the behavior persists, use the official support channels for Sway:
- Use the Contact us option under Sway help & learning to open a support request with Microsoft 365 support, providing tenant details, affected users, and approximate time the issue started.
- Optionally, post the scenario (including that multiple users and locations are affected and that cache/network changes were tried) in the Sway Community forums to see if others report the same behavior.

These channels can confirm whether there is a known service issue impacting the Upload option or performance in the tenant and can investigate logs on the service side.

References: