Why will my document not upload, and how can I fix it safely? #
First check the file type, size and image quality.
The current application accepts PDF, JPEG, PNG and WebP files, with a maximum of 10 MB per file.
Make the document readable #
If you photograph a document:
- place it flat in good light;
- avoid glare and shadows;
- include all four corners;
- keep the text and certification sharp; and
- check the image before uploading.
A smaller file is not useful if the identity details or certification cannot be read.
Check the correct document slot #
Upload each document in the place requested. If the directors used one joint Power of Attorney, select that option. If they signed separate identical copies, select the separate-document option and include every director’s signed copy.
What if the file is too large? #
Use a trusted device feature to create a clearer, smaller PDF or image. Do not use an unknown public conversion website for identity documents or passports. Uploading a sensitive document to an unrelated service can expose personal information.
What if it still fails? #
Keep the original file. Note the device, browser, step and message shown, then use Start My Company Support.
Do not attach the sensitive document to an ordinary support ticket. The support team can provide a separate secure route if the document is needed.
Related articles #
Last checked against the live portal: 31 August 2026
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