Who this article is for
This article is for:
Borrowers completing their Nestwise application
Users who need to upload income, ID, or asset documents
Anyone receiving “upload failed,” “file too large,” or “unreadable document” messages
Borrowers whose documents aren’t being accepted or verified
How to fix document upload issues
If you’re having trouble uploading documents, the steps below will help resolve the most common problems.
1. Check the file format
Nestwise accepts the following file types:
PDF
JPEG
PNG
To fix format issues:
Convert HEIC (iPhone photos) to JPG or PDF
Avoid Word docs (.docx) or zip files
Use a scanner app if your photo uploads sideways or blurry
2. Make sure the file is not too large
Large files may fail to upload.
Try:
Compressing the file
Uploading only the required pages
Saving as a PDF instead of a photo
If your phone takes very large photos, use the "Medium" quality setting.
3. Double-check the document is readable
A document may upload successfully but fail verification if it's hard to read.
Make sure:
All text is clear
Pages are not cut off
The image is not dark, blurry, or shadowed
The entire document is visible (corners included)
If needed, retake the photo in brighter light or use a scanner app.
4. Upload each document to the correct category
Common issues occur when documents are placed in the wrong section.
For example:
W-2s must go in Income Documents
Bank statements go in Assets
IDs must go in Identity Verification
Incorrect placement can delay review or cause your application to request the same document again.
5. Try a different device or browser
If the upload button isn’t working, try:
Switching to Chrome or Safari
Uploading from a desktop instead of mobile
Refreshing the page
Clearing your browser’s cache
If your phone’s browser is blocking the upload tool, try the desktop site.
6. Ensure your internet connection is stable
Uploads may fail if you're on:
Weak Wi-Fi
Public networks
A VPN that blocks large files
Try switching to:
A stronger Wi-Fi network
Mobile data
A private network
7. If your document gets “stuck” on processing
Sometimes documents appear as “processing” for longer than expected.
To fix this:
Refresh the page
Log out and back in
Re-upload the document
Upload a higher-quality version
If it remains stuck for more than 15 minutes, contact support.
8. If you see a system error
System errors may show as:
“Upload failed”
“Something went wrong”
“Unable to verify file”
Try:
Resaving the file under a new name
Converting the document to PDF
Uploading from a different device
Ensuring the file has no special characters in the name (%, &, *)
When to contact support
Reach out if:
Your document won’t upload after multiple attempts
You keep receiving requests for documents you already submitted
Your document is stuck on “processing”
You’re unsure which documents are required
You need help identifying why a document isn’t being accepted
We can manually review your file or help you submit it another way.