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Troubleshooting
A file will not upload
Size, format and connection are the usual causes.
- Check the file is under 25 MB — large scans are the most common cause.
- Confirm the format is one we accept: PDF, JPG, PNG or HEIC.
- On a weak mobile connection, wait for wifi; interrupted uploads fail rather than saving half a file.
- Rename files that contain unusual characters or emoji.
If it still fails, note the file name and size and contact support — we can see the failure on our side and tell you exactly what happened.