Document Upload Overview
Your success team may request various documents during onboarding. This guide covers how to upload files correctly and troubleshoot common issues. [SCREENSHOT: Document upload interface with drag-and-drop area] Caption: Upload documents by dragging and dropping or clicking to browseFinding Upload Tasks
Document upload tasks appear in your portal:- Action Center - Active upload requests
- Urgent Tasks - Overdue or blocking uploads
- Phase Accordion - Within the relevant phase
Uploading Files
Method 1: Drag and Drop
Method 2: Browse Files
Supported File Types
Documents
| Type | Extensions | Max Size |
|---|---|---|
| 50MB | ||
| Word | .doc, .docx | 25MB |
| Excel | .xls, .xlsx | 25MB |
| Text | .txt, .csv | 10MB |
Images
| Type | Extensions | Max Size |
|---|---|---|
| PNG | .png | 10MB |
| JPEG | .jpg, .jpeg | 10MB |
| SVG | .svg | 5MB |
| GIF | .gif | 10MB |
Other
| Type | Extensions | Max Size |
|---|---|---|
| Archives | .zip | 100MB |
| Presentations | .ppt, .pptx | 50MB |
Upload Progress
During Upload
You’ll see:- Progress bar showing percentage
- File name being uploaded
- Cancel button (while in progress)
After Upload
Successfully uploaded files show:- Checkmark or success indicator
- File name and size
- Option to remove (if allowed)
Multiple File Uploads
Some tasks allow multiple files:Check the task description for maximum number of files allowed.
Image Requirements
For image uploads (logos, screenshots, etc.):Dimensions
Check if specific dimensions are required:- Logo - Often 512x512px or similar
- Banner - May require specific aspect ratio
- Screenshots - Usually no specific requirement
Quality Tips
Use High Resolution
Upload the highest quality available. Can be resized down later.
PNG for Transparency
Use PNG format if your logo needs a transparent background.
SVG When Possible
SVG files scale perfectly and are ideal for logos.
Check Background
Ensure logos work on both light and dark backgrounds.
Brand Asset Uploads
Some tasks request specific brand assets:Common Requests
| Asset | Typical Requirements |
|---|---|
| Primary Logo | PNG/SVG, transparent background, 1000px+ width |
| Square Icon | PNG, 512x512px, used for avatars |
| Favicon | PNG/ICO, 32x32px or 64x64px |
| Brand Colors | Hex codes (e.g., #04593a) |
| Banner Image | PNG/JPG, specific dimensions |
Preparing Assets
Before uploading, ensure your assets:- Meet the specified dimensions
- Have correct file format
- Are high resolution
- Have transparent backgrounds (if required)
Replacing Files
If you need to upload a different version:If you can’t remove a file, contact your CSM to reset the task.
Submitting Your Upload
After uploading all required files:Troubleshooting
Upload Failed
Upload Failed
Check:
- File size within limits
- File type is supported
- Stable internet connection
- File isn’t corrupted
- Refresh the page
- Try a smaller file
- Use a different browser
- Contact your CSM
File Type Not Accepted
File Type Not Accepted
Check:
- Task requirements for allowed types
- File extension matches content (e.g., don’t rename .doc to .pdf)
- Convert file to an accepted format
- Use online converters if needed
- Ask CSM about alternative formats
File Too Large
File Too Large
Solutions:
- Compress PDFs using online tools
- Resize images to smaller dimensions
- Use .zip for multiple files
- Split large files if possible
Upload Stuck or Slow
Upload Stuck or Slow
Check:
- Internet connection strength
- File size (large files take longer)
- Wait a bit longer
- Cancel and retry
- Try a different network
- Try a wired connection
Uploaded Wrong File
Uploaded Wrong File
Action:
- Remove and re-upload if possible
- Contact your CSM if you can’t remove it
- CSM can reset the task if needed
Security & Privacy
Your uploaded files are:- Encrypted in transit (HTTPS)
- Stored securely in cloud storage
- Accessible only to you and your success team
- Not shared with other customers
Check with your vendor about their data retention policies if you have specific compliance requirements.