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Accepted documents and file sizes

When we ask you to upload a document as part of a task, this article shows you which file types we accept, the maximum file size, and what to do if your upload won't go through.

Before you start

  • You'll need to be logged in to your Send account on web, tablet, or mobile.
  • Have your file ready on the device you're using.
  • Make sure you have a stable internet connection.

Step 1: Open the task that needs a document

  • Go to the Tasks page in the left navigation, or click View tasks on the alert banner.
  • On the To do tab, click into the task you want to complete.
  • The upload button label changes depending on what we're asking for. For example: Upload their drivers license or passport, Upload proof of payment, or Upload invoice.

HP101.01

 

Step 2: Add your file

You can add your file in two ways:

  • Drag and drop the file from your device straight into the upload area, or
  • Click the upload area to open a file picker, then select your file.

You can upload more than one file to the same task if needed.

HP101.02

 

Step 3: Check it's the right file, then submit

  • Make sure the file you've added is the correct one and is clear and readable.
  • Click Submit to send it to our team.

Accepted file types and sizes

File types we accept:

  • Photos and scans: JPEG, JPG, PNG, BMP, WEBP
  • Documents: PDF, DOC, DOCX
  • Spreadsheets: XLS, XLSX, CSV

Maximum file size: 100MB per file.

If your file is over 100MB, you'll need to upload a smaller file.

 

What happens next

  • Once you click Submit, the task moves to the In review tab so our team can review it.
  • You'll receive an email when the review is complete.
  • For full details on what happens after a task is submitted, see "What's a task and why do we ask for this information".

 

Common questions

My file is too large

  • If you're taking a photo on your phone, lower the photo resolution in your camera settings before taking the photo.
  • If the file is a long document, split it into smaller files and upload them one at a time.
  • If you're still stuck, contact our support team.

My file type isn't accepted

  • Check the list of accepted file types above.
  • If your file is in a different format, save or export it as one of the accepted file types (for example, PDF or JPEG), then upload the new file.
  • If your file is inside a ZIP archive, unzip it first and upload the files inside one at a time.
  • If you're not sure how to convert your file, contact our support team.

 

My photo of the document is blurry, cut off, or has glare

  • Place the document on a flat, plain surface in good light.
  • Make sure all four corners of the document are inside the photo.
  • Avoid using the flash, as this can cause glare. Try natural light instead.
  • Hold your phone steady and tap the screen to focus before taking the photo.

 

My PDF is password-protected

  • We can't open password-protected files, so the upload won't be accepted.
  • If you have a copy of the document that isn't password-protected, please upload that one instead.
  • If you don't, contact our support team and we'll let you know what to do next.

 

My upload keeps failing or stops partway

  • Check your internet connection. If it's unstable, switch to a different network (for example, from mobile data to Wi-Fi) and try again.
  • Make sure your file isn't above the 100MB limit.
  • Close and reopen the task, then try the upload again.

 

The upload area isn't working in my browser

  • Refresh the page and try again.
  • Try a different browser or or update your current browser to the latest version.
  • If the problem continues, contact our support team.

 

I'm uploading from my phone - should I use the camera or my photo library?

  • Camera: Best for documents you have in front of you right now (like a paper invoice). Make sure the photo is clear before uploading.
  • Photo library: Best when you've already taken or saved the photo, or when someone has sent it to you.
  • Either option works - choose whichever is easier.

 

I uploaded the wrong file

  • Once a task has been submitted, it can't be edited. See "What's a task and why do we ask for this information" for what to do next.

 

Related articles

  • What's a task and why do we ask for this information
  • How to submit a task
  • I need information from my recipient to complete a task

 

Contact us

Call Us

Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday

Email Us

info@sendpayments.com