Fix a photo or document upload
Check the file format, size, permission and current record before retrying.
Uploads need an internet connection and access to the child or record. Check the field’s requirements; choosing a file does not mean it has been saved.
Before you start
- An internet connection and current upload permission.
- An actual supported file, rather than a renamed file extension.
Steps on Web
Step 1. Read the upload field and any validation message. Child documents accept PDF, JPG, PNG or WebP up to 10 MB; photo fields accept compatible images.
Step 2. Choose a supported file and submit the form. Wait for confirmation and open the saved item.
Step 3. If you use Send documents from my phone, follow the handoff instructions for that child and upload purpose. Start a fresh handoff if the link expires.
Step 4. After an interrupted upload, check the record for the file before retrying.
What happens next
The file appears on the intended record after a successful upload. A family document may still need team verification.
If something gets in the way
The format is supported. Why can it still fail?
The file may be too large, damaged or too large in pixel dimensions, or permission or record state may have changed. Read the error and use a smaller compatible copy when appropriate.
Can I use a phone upload link for another child?
Use the handoff only for the child and purpose it was created for. Do not forward it or use it to upload a different child’s information.
Still stuck?
If this is about a child, an invoice or who can see what, your center holds those records and can answer faster than we can. For a sign-in problem or an app fault, write to us with the screen and the error message — never passwords or private child records.