Step 1: Please update the app to the latest version; Step 2: Please update your phone system to the latest version, iOS must be upgraded to at least iOS 17; Step 3: Try re-uploading the cat's profile picture on the app. After checking all the solutions, if it also failed, please contact us via support@neakasa.com with the below information: ①Order number ②Photo or Video that shows the problem ③Registered email address.