Known upload issues & how to solve them
Common document upload problems and their solutions
If you’re having trouble uploading documents to SafeKeep, you’re not alone. Here are some of the most common issues users experience and how to quickly fix them.
1. File type not supported
Issue: The file won’t upload or is rejected.
Solution: SafeKeep supports PDF, All Image type other than GIFs (example, PNG, JPEG), and ZIP files. ZIP files cannot be auto-extracted by AI. If you’re uploading another file type (like .docx), convert it to one of the supported formats first.
2. File is too large or won’t load
Issue: Upload fails part way through.
Solution: Check your internet connection and try again. On mobile, make sure you have a strong signal or Wi-Fi. Files must also meet upload size limits depending on your device or browser.
3. Blurry or unclear files
Issue: The document uploads, but information is hard to read.
Solution: Make sure your scan or photo is clear, bright, and not cropped. Avoid shadows and double-check focus before uploading.
4. AI auto-fill didn’t work
Issue: You expected AI to extract details, but nothing happened.
Solution: AI auto-fill only works when you select a supported document type. Custom documents or ZIP files are not eligible. Make sure to choose the right document type when uploading.
5. Upload stuck or screen frozen
Issue: The upload screen gets stuck or doesn’t respond.
Solution: Refresh your browser or restart the mobile app. If the issue continues, try clearing your cache or switching devices. You can also report it through the Help Center.
6. Can’t take a photo in the app
Issue: Camera doesn’t open or allow photos.
Solution: Make sure you’ve given the SafeKeep app permission to access your camera in your phone’s settings.
Tips for smooth uploads
- Use high-quality scans or clear photos
- Select the correct document type to enable features like AI extraction
- Upload files individually if you’re having trouble with batch uploads
- On the web, you can upload multiple files at once
- On mobile, you can take or select multiple images in one go
If you’re still having trouble, you can reach out to our support team through the Help Center for more help.