Issue

CommPeak Portal users can fail to upload verification documents.

Check the common causes below and apply the matching fix.

Possible Causes and Solutions

In most cases, uploading documents can fail because of a technical mismatch.

Review each common issue below and apply the matching fix.

Reason 1. Big File Size or Incorrect Format

If your file size is too big (max 2Mb), try saving it as a "Minimum Size" PDF, JPEG, or PNG.

Reason 2. Password Protection

If your team uploads a bank statement that requires a password to open, the automated verification will fail.

Always Print to PDF to create a version without a password.

Reason 3. Browser and Cache

Sometimes old data in your browser stops the Upload button from working.

Try using an Incognito/Private window or a different browser, such as switching from Safari to Chrome.

Reason 4. Clear Visibility

If a photo of an ID is blurry or the corners are cut off, it will be rejected.

Ensure the ID lies flat and has no "flash glare" over important text.

Reason 5. Outdated Document

The copy you provide must be issued within the last six (6) months.

Check the issue date and upload a current version if the existing one has expired.