You chose a file, the picker closed, and nothing appeared on the form — or you tapped Add document and the screen just sat there. Don't worry, this is usually easy to fix.
Jump to:
- The picker closed and no file was attached
- I see "Wrong file type"
- I see "Please attach a document"
- Nothing happens when I tap Add document
- The upgrade screen appears instead
The picker closed and no file was attached
This almost always means the file was turned away before it reached the form — because of its format or its size.
Check the format. General folders accept JPEG, PNG, HEIC, PDF, Excel, CSV, MP3, MP4 and MOV. Anything else won't attach.
Check the size. The limit is 100 MB per file. If the form does get as far as checking it, you'll see "File is too large (max 100 MB)".
Fixes to try: re-save the file as a PDF or JPEG, trim a long video (or record a fresh one in the app, where video stops automatically at 2 minutes), or re-scan at a lower resolution.
I see "Wrong file type"
The Images, Audio and Videos folders only accept their own media. The alert reads "This category only accepts image / audio / video files."
Either pick a matching file, or save the document into a general folder such as Vet visits, Lab tests or Other, which accept a much wider range.
I see "Please attach a document"
You tapped save before a file was attached. Tap the upload card, pick your file, wait for it to show on the form, then save. Similarly, "Issued date is required" or "Expiry date is required" means a date toggle is on with no date picked.
Nothing happens when I tap Add document
The file didn't finish uploading. The form stays open with the file still attached, so nothing is lost.
- Check your connection — switch between Wi-Fi and mobile data.
- Tap Add document again.
- If it's a large file, try somewhere with a stronger signal, or upload a smaller version.
The upgrade screen appears instead
Adding documents needs an active Premium plan on the pet owner's account. The check happens when you press save, so you can reach the form and still be stopped at the last step. See "Upgrade to Premium appears when I add or change documents".
Permission checks
- Take Photo and Record Video need Camera access (plus Microphone for video). If it's off you'll see "Camera and microphone access required to record a video." with an Open Settings button.
- Record Audio needs Microphone access — "Microphone access is off" means it's blocked.
- Choose from Library: on iPhone this uses your Photo Library permission, so if you granted limited access, check the photo you want is included. On Android 14 and newer you pick exactly which photos the app may see; on older Android versions no permission is needed.
When to contact support
If a file is well within the format and size limits, your connection is fine, and it still won't save after several attempts, get in touch with the Ask A Vet support team and tell them the file type and roughly how large it is. [CONFIRM: support contact channel — email address and/or in-app support route]
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