Why can't I upload a file?
Common causes of upload failures.
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- File type: Supported types include images, PDF, Word/Excel/PowerPoint (DOCX/XLSX/PPTX), OpenDocument (ODT/ODS/ODP), audio (MP3/M4A/WAV/OGG), video (MP4/MOV/WebM), TXT/CSV, EML and ZIP. Macro-enabled Office files, legacy DOC/XLS/PPT files, SVG and executables are not accepted for security reasons.
- Size: Each file can be up to 100 MB.
- Count: Customers can attach five files per message; agents can attach 20 per reply.
- Storage allowance: New files cannot be uploaded when workspace storage is full.
- Misleading extensions: Files whose contents do not match their extension are rejected. For example, renaming a macro-enabled document to DOCX does not make it acceptable.
In the portal, wait until a file shows Ready before sending it. Remove and reselect a file if its upload fails.
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