Sorry to hear that - It might be objecting to the image due to file size? You could always email to firstname.lastname@example.org
The metal rear of the case should have some white or clear epoxy around the heart rate sensor window and charge port already. If that's missing it'd definitely be the issue!
If so I'll get a new one in the post to you - I'm sorry about that, I have no idea how that passed their QA process.
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