Problem
You see an error when trying to upload a document. Common error messages include:
"File is too large. File size cannot exceed 25MB"
"Invalid file type. Allowed types: ..."
"Maximum of 5 files can be uploaded"
"File is required" or "File is empty"
Upload progress bar stalls or times out
Likely Causes
Symptom | Most likely cause |
Error mentions file size | File exceeds the 25MB limit |
Error mentions file type | File extension is not in the allowed list |
Error mentions maximum files | You are trying to upload more than 5 files at once during case creation |
File is empty or required | The file is corrupted, 0 bytes, or failed to attach |
Upload stalls or times out | Slow or unstable internet connection, or browser cache issue |
Fix
Follow these steps in order. Most issues are resolved by step 1 or 2.
Step 1: Check file size
The maximum file size is 25MB per file. If your file is larger:
Compress the file (use ZIP for documents, or reduce image quality for photos)
Split the file into smaller parts
For PDFs, use a PDF compression tool to reduce size
Step 2: Check file type
Only these file types are accepted:
Documents: .pdf, .doc, .docx, .txt
Spreadsheets: .xls, .xlsx, .csv
Images: .jpg, .jpeg, .png
Archives: .zip
Emails: .eml
If your file is in a different format (such as .heic, .webp, or .tiff), convert it to one of the allowed types before uploading.
Step 3: Check file count (case creation only)
During case creation, you can upload a maximum of 5 files at once. If you need to attach more:
Upload up to 5 files during case creation
After the case is created, go to Cases, open the case, and upload additional files from the Files tab
For detailed steps, see How to upload documents to a case.
Step 4: Verify the file is not corrupted
Before uploading, confirm you can open the file on your computer. If the file does not open or shows errors locally, recreate or re-export it.
Step 5: Clear browser cache and try again
Browser cache issues can cause uploads to fail silently. Try:
Clear your browser cache
Refresh the page
Attempt the upload again
If the issue persists, try a different browser (Chrome, Edge, or Firefox recommended).
Step 6: Check your internet connection
If uploads stall or time out, your connection may be unstable. Try:
Switching from WiFi to a wired connection
Moving closer to your WiFi router
Waiting for network congestion to clear, then retry
Escalation
If these steps do not resolve the issue, contact Debitura Support and include:
Error message: The exact text of any error shown
File details: File name, file type (extension), and file size
Browser and device: Which browser you are using (Chrome, Edge, Safari, Firefox) and whether you are on a computer or mobile device
Screenshot: A screenshot of the error (if visible)
Case reference: If uploading to an existing case, include the Case ID or debtor name