Upload failures during the application are usually caused by an unsupported file format, a file that is too large, or a temporary browser issue. Here is how to resolve each one.
Accepted file formats and sizes
- Bank statements: PDF only. Each file must be under 10 MB. We do not accept screenshots, photos, or Excel files — your bank's statement download should provide a PDF by default.
- Identity documents: JPEG, PNG, or PDF, under 10 MB per file. The document must be clearly readable with all four corners visible.
Common errors and fixes
File rejected or "unsupported format" message
Convert the file to PDF if it is in another format. On most Macs you can open the file in Preview and choose File → Export as PDF. On Windows, open the file and print to the "Microsoft Print to PDF" printer. Your bank's own online banking statement download should offer PDF as a format — log in to your business bank and look for the statement download option.
File too large
If a single month's statement is over 10 MB (uncommon but possible with image-heavy PDFs), use your bank's online portal to download individual months as separate files and upload them one at a time. Alternatively, use a free online PDF compressor to reduce the file size before uploading.
Upload button does nothing
This is usually caused by a browser extension blocking the file-picker. Try in a private/incognito window, or switch to a different browser. If using Safari on Mac, check that the browser has permission to access your Downloads folder in System Preferences → Privacy → Files and Folders.
Upload shows as complete but then disappears
Refresh the page — the upload may have succeeded but the display did not update. If the file is gone after refresh, re-upload it. If this happens repeatedly, try a different browser.
Using Open Banking instead
If you are experiencing persistent upload issues, consider connecting your business bank account via Open Banking instead. This is a read-only, consent-based alternative that does not require any file uploads. The option appears on the same step as the statement upload.
See also: Open Banking connection failed or timed out, What bank statements or documents do you need?, The identity check during my application failed.