I’m struggling to upload a document

If you're having trouble uploading documents to your account, whether that's payslips, bank statements, or proof of ID, it's usually down to one of the following reasons:

The file isn't in an accepted format
We can only accept documents in JPEG, PNG, or PDF format. If your file is saved in another format, it will be rejected. Most devices allow you to convert files easily, for example, you can save a Word document as a PDF, or take a screenshot of a document to create a PNG or JPEG.

The file size is too large
Uploads are limited to a maximum of 2MB per file. If your document exceeds this, try compressing it before uploading. Reducing the image resolution, scanning at a lower quality setting, or using a free online compression tool are all quick ways to bring the file size down.

You're trying to upload multiple files at once
Files can only be uploaded one at a time. If you have several documents to send, please add them individually rather than selecting them all together. Once your first document has been uploaded, look for the plus icon next to it. Clicking this will let you attach an additional file.

Alternatively, if your documents run across multiple pages, you may find it easier to combine them into a single PDF before uploading, as long as the final file stays under the 2MB limit.

If you've checked the above and are still unable to upload your documents, please call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). We may be able to arrange for you to send your documents to us directly by email as an alternative.