Your client may ask you to upload a profile photo, ID or compliance documents, or files from your work. This article lists the size and format limits for each place you can upload, and how to fix an upload that fails, so your onboarding and your work aren't held up.

TABLE OF CONTENTS

• Size limits
• Accepted formats
• Where to upload each kind of file
• Upload an extra file to Documents → Files
• Upload a file to a task
• How to check that your upload saved
• The upload fails with no message, or shows a red error
• Your ID or passport photo won't upload
• You see a general error message
• You need to upload hundreds of files
• Support/Resources

Size limits

Most upload windows take one file at a time. Portfolio images and PDFs, and task deliverables, can be added up to 10 at a time. Video files must be MP4 or MOV.

Accepted formats

Profile photos: JPG, JPEG, PNG, GIF, BMP, TIF, TIFF, WEBP and HEIC. You'll be asked to crop the photo to a square.

Requested documents and files in Documents → Files:

• Documents: PDF, DOC, DOCX
• Spreadsheets and text: XLS, XLSX, CSV, TXT
• Presentations: PPT, PPTX, ODP
• Images: JPG, JPEG, PNG, GIF, BMP, TIF, TIFF, WEBP, HEIC, SVG
• Archives: ZIP, RAR, TAR, GZ, 7Z

Uploads inside an onboarding stage and files on a task: everything in the list above, plus video (MOV, MP4), audio (such as MP3, WAV, M4A, OGG and FLAC) and CAD drawings (DWG, RVT).

Portfolio: images (JPG, JPEG, PNG, GIF, BMP, TIF, TIFF, WEBP, HEIC), PDF files, and MOV or MP4 media files. You can also link a YouTube or Vimeo video.

Other formats, such as RTF, ODT or Pages files, aren't accepted. Save them as PDF first.

Where to upload each kind of file

• Documents your client asked for (ID, passport, right-to-work, insurance, certificates): upload them in the onboarding stage that asks for them, or under Documents → Requested Documents. See How to Upload, Check and Renew Your Requested Documents.
• Extra documents you want your client to see: use Documents → Files (steps below).
• Files from your work (deliverables, photos, reports): upload them on the task's Files tab (steps below), or in the task's deliverables if your client asks for them there.
• Samples of past work: add them to your portfolio. See How to Create and Edit Your Portfolio.
• Your profile photo: see How to Update Your Profile, Email Address and Password.

If there's no place to upload what your client needs, ask them through Messages. They can add a document request or upload the file to your profile for you.

Upload an extra file to Documents → Files

1. In the side menu, go to Documents → Files.
2. Click Upload file.
3. Choose the file you want to upload.
4. Choose a Document type.
5. (Optional) Add an Issue date and Expiry date, and a Message for your client.
6. Click Save changes.

The file appears in your Files list, and your client's team can see it.

Upload a file to a task

1. Open the task and select the Files tab.
2. Click Upload new file. The Add new file window opens.
3. Click Upload file and choose your file.
4. (Optional) Change the file's Name.
5. Click Upload file.

The file appears in the task's Files list. To update a file, download the old one if you want to keep it, remove it, and upload the new version. Files can't be replaced in place.

How to check that your upload saved

After an upload finishes, the file name appears where you uploaded it. Refresh the page. If the file name is still there, the file saved. If it's gone, upload it again and follow the steps below.

The upload fails with no message, or shows a red error

This usually means the file is too large or in a format that area doesn't accept. Profile photos are the most common case, because phone photos are often bigger than 1 MB.

1. Check the file against the limits and formats above.
2. Make the file smaller. For a photo, resize it or save a smaller copy. Most phones and computers have a built-in option to resize or compress an image.
3. Save the file as JPG or PNG (for photos) or PDF (for documents).
4. Try the upload again.
5. If it still fails, try again in Chrome, or in a private or incognito window.

Your ID or passport photo won't upload

Photos of IDs and passports taken on a phone are often larger than the limit.

• Reduce the file size before you upload, as described above.
• Keep the whole document in the frame, with all four corners showing.
• Make sure the text is sharp and there is no glare.
• If you have the document as a PDF scan, upload that instead.
• Remove any password from a PDF before you upload it, so your client can open it.

You see a general error message

If the upload shows an error message telling you to try again later:

1. Try the upload again in a different browser, or in a private or incognito window.
2. If it fails again, contact Worksuite Support. Attach the file you're trying to upload and a short screen recording of the error, so we can reproduce it.

You need to upload hundreds of files

Upload windows aren't built for hundreds or thousands of separate files. Instead:

1. Put the files into a ZIP file. Files on a task can be up to 500 MB, so one ZIP can hold many photos.
2. If the files add up to more than 500 MB, split them into several ZIP files and upload each one.
3. Or upload the files to your own cloud storage, such as Google Drive or Dropbox, and send your client the link in Messages.

If none of this works, contact Worksuite Support with where you were uploading (for example, the onboarding stage name or the task), the file's name, type and size, and a screenshot or screen recording of what happens.

Support/Resources

Still have questions about uploading files and photos? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com.

For questions about your work, projects or rates, message your client from Messages in Worksuite.