# Document upload problems

> Accepted formats, the 20 MB limit, unreadable PDFs, HEIC photos or a missing camera option: how to fix the most common document upload problems.

Source : https://www.canicompet.com/en/docs/troubleshooting/upload-problems/
Mis à jour : 2026-10-06

Canicompet accepts photos (JPEG, PNG, HEIC…) and PDF files up to 20 MB each for medical certificates, licenses, dog passports and dog health sheets. If the upload fails, the file is usually too large, in a format that is not recognized, or a protected or damaged PDF.

## Accepted formats

| Type | Recognized extensions |
|---|---|
| Photos | `.jpg`, `.jpeg`, `.jfif`, `.png`, `.gif`, `.webp`, `.bmp`, `.tiff`, `.heic`, `.heif` |
| Documents | `.pdf` |

HEIC or HEIF photos taken with an iPhone are converted automatically. A PDF is turned into an image before it is saved: all its pages are stacked one below the other.

> **CAUTION**
Word documents, ZIP files and screenshots in other formats are not accepted. Save them as PDF or take a photo of the document.

## The file is too large

Above 20 MB, the app refuses the file with the title **File too large** and the message "The file is larger than 20MB, it is too large to be selected."

What to do:

- take the photo again straight from the app with **Take a new photo**, which is often lighter than a scan;
- for a PDF, save it again at a lower quality or export only the page you need;
- avoid PDFs with many pages: each page is added to the final image.

## "The PDF file is invalid or too large."

This message, with the title **Invalid file**, appears when the server cannot turn the PDF into an image. The general message "An error has occurred, our teams have been notified and will intervene quickly." may show at the same time.

Common causes: a password-protected PDF, a damaged or incomplete file, or a very large PDF or one with many pages.

What to do:

1. Open the PDF on your device to check that it opens without a password.
2. If it does, take a screenshot of the page you need or photograph the document, then upload that image.
3. If it does not, ask whoever issued the document for a new copy.

## I cannot see the photo or gallery option

When you choose a file, the app offers these options depending on your device:

| Option | Available |
|---|---|
| **Select a file** | On mobile, when the document can be a PDF |
| **Select a photo from your gallery** | In the Android and iOS mobile app |
| **Take a new photo** | In the mobile app if camera access is allowed, and in a mobile browser on Android |

Special cases:

- **Computer**: no choice window, the file picker opens directly.
- **iPhone or iPad in a browser**: the choice window does not appear, and the system file picker opens directly. It offers the photo library, the camera or files itself.
- **Mobile app without the photo option**: you denied camera access. Allow it for the Canicompet app in your phone settings, then open the page again.

## Loading takes a long time

While a photo from the gallery is being read, the message "Please wait, images are loading, this operation may be slow if you have a slow internet connection..." appears. Wait until loading is done without leaving the page. On a weak connection, use a lighter photo or move closer to a Wi-Fi network.

## The organizer refused the document

A document can upload fine but be refused during the check, for example if it is unreadable, cut off or expired. It then shows in red, **Missing or refused**, in **My registrations**. Upload a new, readable and complete version. See [Entry and document statuses](/en/docs/reference/registration-statuses/).

## For organizers: email attachments

In **Send emails**, each attachment is limited to 2 MB. Above that, the message "The file is too large (max 2MB)." appears. Make the file smaller before attaching it.