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 iOS
Step 1. Connect to the internet and open the correct upload screen.
Step 2. Allow camera access in iOS Settings for Take photo, or choose a compatible photo or document through the picker.
Step 3. Use JPEG, PNG or WebP images. For HEIC photos that are rejected, use a compatible copy. Document uploads accept PDF or supported images up to 10 MB.
Step 4. Wait for confirmation and check the saved item. File uploads are not kept in the offline queue.
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.