If you cannot attach a file to your demand or your offer, the reason is almost always one of three things: the file format, the file size, or your plan's attachment allowance. The upload area tells you which one it is with a small warning badge. Below is what each badge means and how to resolve it.
Symptom
When you drag and drop a file onto the upload area, or click the area and pick a file, the file is not added to the list. A red or yellow warning badge appears on the top row of the area, next to the counter. Because uploaded files appear as small tiles, no new tile is created for a file that was not added — the fastest sign that the request was rejected.
The "Rejected (type)" badge
Reason: The file format is not one the area accepts. The Images area accepts only PNG, JPG and WEBP; the Documents area accepts only PDF. The accepted formats are also written inside the upload box while the area is empty.
What to do:
- Check the file extension.
- Save Word, Excel or PowerPoint files as PDF and try again.
- If you have a HEIC, TIFF, BMP or non-PDF drawing file, convert it to PNG or JPG.
- If you want to share a technical drawing as both an image and a document, attach the PDF to Documents and the preview image to Images.
The "Too large" badge
Reason: The file exceeds the permitted size limit. In the upload areas of the demand wizard the limit depends on your plan; you can see the current value on the Settings › Usage page, in the Plan limits section, on the "File size" row. The areas on the offer screen do not apply a plan-based size limit; the general file limit applies there, and that limit is written inside the upload box while the area is empty.
What to do:
- Re-save the photo at a lower resolution.
- Compress a multi-page PDF, or split the relevant sections into separate files and attach them one by one.
- If you want to increase your size allowance, upgrade your plan from Settings › Subscription.
"Attaching documents is a Pro feature. On the Free plan you can only attach images."
Reason: The free buyer plan does not allow documents to be attached to a demand. In that case a (Pro) tag appears next to the Documents heading and the upload area is dimmed. Clicking the area does not open the file picker; this warning appears instead.
What to do: Add the information as an image, or upgrade your plan from Settings › Subscription. Once your document allowance is enabled, the area becomes available.
"You have reached the attachment limit on this plan. Upgrade to Pro for more."
Reason: Your attachment count allowance is used up. The counter above the upload area shows how many attachments you have used and the upper limit (for example "3 / 3"); once the limit is reached, the Add tile disappears as well.
What to do:
- Delete an attachment you no longer need by hovering over its tile and clicking the trash icon, then add the new one.
- If you are collecting the demand as Advanced, spread the attachments across the product cards — the counter works separately for each card.
- For a permanent fix, upgrade your plan.
If you cannot attach a document to an offer
The right to attach documents to an offer depends on your seller plan. On the Settings › Usage page, in the Plan limits section, look for the "Offer documents" row: if that row does not appear at all, your plan does not allow offer documents to be attached. In that case the Offer Documents area and the Documents area in the line attachments are disabled; you can continue to use the Images area in the line attachments.
Uploading to the right place
Images are attached to a product line. If, after saving the demand, you see the warning "Uploading images at the demand level is not supported yet — please attach them to a product instead.", add the image to the Product images area on the relevant product card in the Products step, not to the demand's overall Images area. Product cards exist only in an Advanced demand; if you collected the demand as Basic, there is no product line the image can be attached to — if you want to add images, create the demand as Advanced.
Offer images are also held at line level. There is no image area for the offer as a whole, only the Offer Documents area; add images to the Images area in the line's attachment drawer.
If the upload fails after saving
Attachments are sent after the demand or offer is saved. If some of them cannot be sent, the files that failed are listed one by one on screen under the heading "Some attachments could not be uploaded:" — your other attachments are not lost.
What to do:
- Note the file names in the list.
- Open the demand or the offer for editing.
- Re-attach only those files and save.
- If the same file fails on the second attempt as well, re-save the file on your computer and attach the newly created copy.