If your upload is failing, check the following:
- File size: maximum 20MB per file. If your file is larger, try compressing it or splitting it into multiple uploads.
- File format: supported formats depend on what you're uploading:
- CIFAS report: PDF only
- Evidence and responses: PDF, Word (.doc, .docx), Excel (.xlsx, .xls), PowerPoint (.pptx), RTF, OpenDocument (.odt, .ods), email files (.eml), and images (JPG, PNG, GIF, WebP)
- Internet connection: uploads require a stable connection. If you're on mobile data, try switching to WiFi.
- Browser issues: try a different browser. Ad blockers and privacy extensions can sometimes block upload requests.
- Password-protected files: the system can handle password-protected PDFs and ZIPs. If it can't unlock automatically, you'll be asked to enter the password.
If it still fails:
- Try refreshing the page and uploading again
- Try a different browser
- If uploading a CIFAS report and you see "That doesn't look like a CIFAS report", make sure you're uploading the statutory disclosure from CIFAS (titled "Subject Access Returned Data"), not a credit file or bank statement
- Contact support if the issue persists
