A file won't upload
Which files the portal accepts, size limits, and how to fix upload error messages.
What "upload" means
To upload a file means to send a photo or document from your phone or computer to the portal. You tap a button or a dashed box, then choose the file.
Files the portal accepts
| Where | Files you can add | Size |
|---|---|---|
| Most forms and information requests | Photos (such as JPG and PNG), PDF, Word, Excel, text and CSV files | Up to 10MB for each file |
| Some application questions | Only the types listed in the error message for that question | Up to 10MB for each file |
| Void cheque or direct deposit form | PDF or a photo, 1 to 5 files | Up to 10MB for each file |
| Profile photo | JPG, PNG or WebP | Up to 2 MB |
A phone photo is usually small enough. If a file is too big, take a new photo instead of using a scan, or send the PDF from your phone's Files app.
Error messages and how to fix them
| Message | What to do |
|---|---|
| File exceeds maximum size of 10MB | Choose a smaller file, or take a new photo of the page. |
| File type not allowed. Accepted: images, videos, PDFs, Word/Excel documents, text and CSV files. | Save the file as a PDF or take a photo of it, then try again. |
| This file type isn't allowed. Allowed: and a list | Choose a file of one of the types in the list. |
| You can upload up to a number files. | Remove a file (tap the trash can or X next to it) before adding another. |
| The file is empty. | The file has nothing in it. Open it on your phone or computer to check it, then try again. |
| A number, then failed to upload. Please try again. | Check your internet connection and add the file again. |
| Upload failed or Failed to upload and a file name | Check your internet connection and try again. |
Step by step on a phone
Tap the upload area
Tap the dashed box or the button for adding files.
Choose where the file is
Your phone asks where to get the file. Choose Photo Library or Gallery for a picture you already took, Camera or Take Photo to take a new one, or Files / Browse for a PDF.
Pick the file
Tap the file. While it uploads, you see Uploading....
Check it was added
The file name shows in the list under the upload area. If it doesn't, try again.
Every file you add is also kept in My Documents. See My Documents.
If you still can't upload a file, contact your band office.