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picture emailed from iphone can't open after i save them in word 365 format is not listed to open

Janet Parker 0 Reputation points
2025-10-01T16:40:19.2366667+00:00

I am emailed photos from iphone 14 to my outlook365. When I save to my desktop I can't open them because the format for jpeg is not available when it trys to open in word 365. If I try to open is just boxes and lines. I have the setting on my iphone to send pictures in most compatible but that is not working as it doesn't send it in jpeg but in iphones format instead. Please help is the 365 that is the problem or my iphone?

Microsoft 365 and Office | Word | For home | Windows
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  1. Randy Baroja 20,685 Reputation points Independent Advisor
    2025-10-02T00:05:01.1066667+00:00

    Hi,

    Glad to hear switching to the Photos app helped, Janet! Since your files are .jpg, you don’t need the HEIC extension JPEGs should open fine anywhere. Sometimes iPhones still sneak in HEIC files depending on how the photo’s taken or shared, and if that happens the free HEIF Image Extensions from the Microsoft Store will sort it out. Do the emailed photos always come through as JPG now, or do you still see the odd one in HEIC?

    Kind regards,

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  2. Randy Baroja 20,685 Reputation points Independent Advisor
    2025-10-01T17:15:15.1833333+00:00

    Hi Janet,

    It sounds like what’s happening is that Word isn’t really meant to "open" pictures on its own, which is why you’re just seeing boxes and lines—it’s trying to read the photo as text. The photos your iPhone sends may still be in Apple’s HEIC format even if you’ve set it to “Most Compatible,” and Windows sometimes needs a small add-on to view those. Word does support images, but only if you insert them into a document, not open them directly. The easiest check is to look at the file type on your desktop if it’s .jpg or .jpeg, you can open it with the Windows Photos app instead, and if it’s .heic you may need Microsoft’s free extension to view it. So the issue isn’t really Word 365, but more about the format your iPhone is saving in and the program you’re trying to use to open it. Out of curiosity, when you save one of those pictures to your desktop, does it show as .jpg or .heic at the end of the file name?

    Kind regards,

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