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Your IT provider can ask you for documents or add a Secure File Drop task. This guide shows Company contacts how to send a file, check its review status, and remove one you uploaded.

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Before you start

  • Open your onboarding portal and find the request.
  • Your provider controls which items you can see and add files to.
  • A Blocked item needs its listed prerequisites finished 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

1

Download a file

Select Download on the file row to get an available document.
2

Remove a file you uploaded

Select the file’s remove control. In Delete file?, select Delete. Select Cancel to keep it.
You cannot delete another contact’s upload or a file your provider uploaded. Removing the last file returns the request to needing a file. Ask your provider about changing an approved submission. Deleting a file does not change the provider’s review decision.

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Send a secure file

1

Open the task

Open the Secure File Drop task and read what your provider needs.
2

Choose the file

Select Upload Secure File and choose a file up to 10MB.
3

Check the confirmation

In Upload Secure File?, review the filename and size.
4

Submit

Select Encrypt & Upload, or Cancel to discard the selection. Wait for the filename and status to appear.
Upload Secure File button

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

Secure files show Encrypted, Downloaded, or Expired. Your provider can download a file once, and it expires after 30 days if unused. Follow up with your provider if a file expires or needs replacing. While a secure file is still waiting for your provider, you can remove it. Select its delete control and confirm Delete Secure File?. The control is gone once your provider has downloaded it. Removing the last file reopens the task. Tasks that depend on it are blocked again, and if your provider tracks the task as a ticket in its ticketing system, that ticket returns to open. You cannot download secure files from the Company view.

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Troubleshooting

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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.
No. A completed portal is read-only. Ask your provider to arrange the next step.