Supported file types and the 10 MB upload limit

Where you upload files

You attach files in a few places in your portal:

• Replying inside a request or when your firm asks for documents. See Send documents your firm has asked for.
• Filling in a service request form.
• Completing a KYC form.

All of these use the same rules for what you can upload.

Which file types are accepted

You can upload:

• PDF documents.
• Images: JPG, PNG and WebP. A clear photo of a paper document taken on your phone is fine.
• Word documents: DOC and DOCX.

Under the attach button you will see a reminder of this:

PDF, image, or Word · up to 10.0 MB

The size limit

Each file can be up to 10 MB. This is per file, so if you have several documents you can add them one at a time as long as each one is within the limit.

Errors you might see

• "The file is empty." The file has no content. Check you picked the right file and that it saved properly, then try again.
• "File is too large (max 10.0 MB)." The file is over the limit. See the tips below to make it smaller.
• "Unsupported file type. Use PDF, image, or Word." The file is not one of the accepted types. Convert it to a PDF or take a photo instead.

Tips for a file that will not upload

1. Too large? A phone photo or a scan can be big. In your scanner app, choose a smaller size or lower quality, or take the photo again in normal (not highest) quality.
2. A long document split into many photos? Combine the pages into a single PDF, which is usually smaller and tidier than many images.
3. An unusual format (like a spreadsheet, a screenshot format your firm did not ask for, or a HEIC photo)? Save or export it as a PDF, JPG or PNG first, then upload.