Most ImmiPractice upload problems come from an unverified session, an unsupported file type, a file that is too large, or a permission limit. Clients must verify their email code first and upload common formats such as PDF, JPG or PNG against the right checklist item. Payment proofs accept JPG, PNG, WEBP or PDF up to 5 MB. Staff who can’t see a file should check their role and branch.
- Clients must verify their email code before the portal opens.
- PDF, JPG and PNG are the safest formats; hosting upload limits apply.
- Payment proofs: JPG, PNG, WEBP or PDF up to 5 MB.
- Staff access to files follows role and branch permissions.
When a client can’t upload
- Verify the email first. The client opens your Form Menu link and enters the 6-digit code sent to their email. Without it, the portal does not open. If the code doesn’t arrive, see code not received.
- Use the right email. The portal shows the checklist for the email on the client’s record. A different address will not show their case.
- Upload against the item. The client should pick the outstanding checklist item and upload the file there.
- Use a common format. PDF, JPG and PNG are the safest choices. Ask clients to convert unusual formats (for example HEIC phone photos) or export to PDF.
- Reduce the file size. Hosting upload limits apply. Large scans should be split or saved at a lower resolution.
- Try another browser or device. Clients can upload from a phone camera or a computer.
When staff can’t upload or see a file
- Permissions. Documents are private by default and downloadable only by users whose role allows it. Filing Team members see only cases assigned to them. Ask your Business Admin to check your role or add you as an additional team member.
- Branch. You cannot see another branch’s cases unless you are the Business Admin.
- Notification but no file. Opening a notification still applies the normal permission check.
Payment proofs
When recording a payment, the optional proof file must be JPG, PNG, WEBP or PDF, up to 5 MB. See invoices and payments.
Files from WhatsApp
Documents a client sends on WhatsApp can be saved to the case document list. When sending files to clients on WhatsApp, images must be JPG or PNG and files up to 16 MB. See send files on WhatsApp.
Reviewing and downloading
- Review each upload and approve or reject it. If you reject a file, tell the client what is wrong so they can upload a replacement.
- Download all checklist and case documents as one ZIP when preparing the file. See download documents.
Still having trouble?
Check the status page, then contact support at sales@immipractice.com, call +1 289-906-3018 or message us on WhatsApp. Include the file type, size and the case reference — please don’t email the client’s documents. See support.
Related help
See document checklists, review and approve documents and document collection on immipractice.com.