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Your IT provider can request documents for review or add a Secure File Drop task. Open the request inside your onboarding portal and follow the controls on that item.
For Company contacts with access to the request. Your provider controls which items you can see and contribute to. Blocked items require their listed dependencies to be completed first.

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Choose the right upload

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Upload a requested document

1

Find the document request

Open the document item from your onboarding workspace. Read its description, any Accepted formats, and any reason for a previous rejection.
2

Choose the files

Select the upload area or drag files onto it. You can select multiple files. Each file must fit the 10MB per file limit and the accepted formats.
3

Wait for the result

Selecting or dropping files starts the upload. There is no separate Save button. Confirm that each intended filename appears and check for an error before leaving.
4

Check the review status

Under Review means the files were submitted. Approved means your provider accepted the document. Needs Re-upload means you should read the rejection reason and provide the corrected files.
You can add more files to a request that is awaiting review. If a document is already approved, ask your provider to reopen it before adding a replacement. An upload control may still be visible, but a new upload to an approved document is rejected.

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Download or remove a document file

Use the file row’s Download control to retrieve an available document. The filename itself is not an edit control. To remove an eligible file you uploaded, select its remove control, review Delete file?, then select Delete. Cancel keeps the file. You cannot delete another contact’s upload or a provider-uploaded file. Removing the last file returns the request to a state where a file is needed.
Ask your provider about changing an approved submission. Deleting a file is not a way to edit its contents or replace the provider’s review decision.

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Send a secure file

  1. Open the Secure File Drop task and read what your provider needs.
  2. Select Upload Secure File and choose a file up to 10MB.
  3. Review the filename and size in Upload Secure File?.
  4. Select Encrypt & Upload to submit, or Cancel to discard the selection.
  5. Wait for the filename and status to appear.

Upload control shown in an MSP preview of a Company task. Choosing a file opens the confirmation; it does not submit the upload yet.

The secure-file list uses Encrypted, Downloaded, and Expired statuses. Submission and provider retrieval are separate events. Follow up with your provider if a file expires or needs replacing. While a secure file you submitted is still pending retrieval, its delete control lets you review a confirmation and remove it. The control is unavailable after processing. Removing the last file makes the task incomplete again. The Company view does not provide a download control for secure-file submissions.

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Frequently asked questions

A regular document upload starts when you select or drop the file. A Secure File Drop requires the additional Encrypt & Upload confirmation. Bulk credential attachments have their own submission confirmation.
No. It confirms submission for review. Your provider makes the approval decision separately.
Regular document requests support multiple files, each within the size and format limits. A secure-file picker selects one file at a time; use the task’s available controls if another file is needed.
Check its size, the accepted formats, the document’s approval status, your contact access, and whether the workspace is still active. Read the displayed error. A provider rejection after upload appears as Needs Re-upload with a reason.
It may be a reference, an item managed by your provider, or a request blocked by another item. Visibility alone does not grant upload access.
No. Company contacts can remove eligible files they submitted. Ask your provider about files submitted by another contact or the provider’s team.
Refresh and check the file list before retrying. If the result is unclear, tell your provider the request name and error rather than repeatedly uploading duplicate files.
Completed workspaces are read-only. Ask your provider to arrange the next step if more information is needed.