If respondents can't upload files, or a File upload question doesn't appear in your survey, check the most common causes below.
The file type isn't accepted
Respondents can only upload the file types enabled in the question's Settings ➡️ Accepted file types. Document and Image are enabled by default.
Check that the file's format is on the list of supported formats for the enabled types (see File upload question).
Audio and Video are only available on Pro and Enterprise plans.
The file is too large
Each file can be up to 10 MB, or 50 MB on Pro and Enterprise plans. Ask respondents to compress the file or send a smaller one, or contact us about plan options.
The respondent tried to add too many files
The number of files allowed per question is set in Settings ➡️ Number of files. It's capped by your plan: 1 on Free trial and Starter, 5 on Growth and Legacy plans, and 10 on Pro and Enterprise.
Your organization has used up its storage
Uploaded files count toward your organization's storage limit for the billing cycle: 1 GB on Free trial and Starter, 5 GB on Growth and Legacy plans, 10 GB on Pro, and a custom limit on Enterprise. The counter resets at the start of each billing cycle.
The upload didn't finish before the survey was closed
Large files (especially audio and video) take longer to upload. If the upload hasn't finished when the respondent moves on, it continues in the background, but only while the survey stays open. If the respondent closes the survey or the page, the file isn't saved.
💡 What you can do: if the question is required, increase its Wait time (up to 60 seconds) so the Submit button stays disabled while the upload runs.
The File upload question is skipped on my website
Website or in-product surveys installed through the NPM package need version 29.0.0 or newer. On older versions, the survey is still shown but the File upload question is skipped, which can also change where your survey logic sends respondents.
💡 What you can do: update the Survicate NPM package to 29.0.0 or newer.
My mobile survey doesn't appear at all
Mobile app surveys with a File upload question need Mobile SDK 9.0.0 or newer. On older SDK versions, the whole survey isn't shown.
💡 What you can do: update the Survicate SDK in your app to 9.0.0 or newer. See Install Survicate Mobile SDK.
📞 Still stuck? Reach out to our team via chat or email: support@survicate.com.