My Document Upload Fails or Gets Stuck
Most upload problems are caused by file size, internet, or a small bug. Try these fixes in order.
My Document Upload Fails or Gets Stuck
Most upload problems are caused by file size, internet, or a small bug. Try these fixes in order.
Step 1: Check your internet
Open another website (like google.com).
- If it loads slowly or not at all, your internet is the problem. Move closer to your Wi-Fi router or switch to mobile data.
- If it loads fine, the issue is with the upload itself.
Step 2: Check the file size
The portal accepts files up to about 10 MB.
- If your file is bigger, take a smaller photo or compress the file.
- On most phones, you can change camera quality in the camera settings.
Step 3: Check the file type
Use these formats: JPG, PNG, PDF, or HEIC. Avoid uncommon formats like BMP or TIFF.
Step 4: Refresh and try again
- Pull down at the top of the page on a phone.
- On a computer, press the refresh button.
- Try the upload one more time.
Step 5: Try a fresh photo
If you keep getting an error with the same file, try a new photo of the document. Sometimes the original file is corrupted.
Step 6: Try a different browser or device
- On Android, use Chrome.
- On iPhone, use Safari.
- If you still cannot upload, try a computer.
Step 7: Free up space on your phone
If your phone is almost full, uploads can fail. Delete some old photos or apps and try again.
Step 8: Sign out and sign back in
This refreshes your account and can clear hidden errors.
- Tap your profile picture.
- Tap Log out.
- Sign in again — see How to sign in.
Step 9: Wait and try later
If the portal is busy, uploads can be slower than usual. Wait 15 minutes and try again.
Step 10: Contact support
If the upload still fails, tell us:
- The document name you were uploading.
- The file type and size.
- The error message you saw (a screenshot helps).
- Your device and browser.
See Contacting Cirrus support.