# A file did not attach to a work record

> What each upload state means, why a file shows Not attached, the size and type limits, and how to try again.

Source: https://support.billingmart.com/troubleshooting/upload-did-not-attach
Updated: 2026-10-26 · Applies to: Web · Section: Troubleshooting

Each file you add to a work record gets its own result. A file counts as attached only when its row says **Attached**. The console calls work records Jobs. Your workspace may use a different word for its work; the screens are the same.

You add files on the record's **Documents** tab, under **Add files**: drop them on the **Files** area or select **Choose files**.

## What each state means

| Shown as | What happened |
| --- | --- |
| **Waiting** | The file is queued. Up to three files upload at once. |
| **Uploading** | The file is on its way. |
| **Checking the file…** | The file arrived. BillingMart is checking it. |
| **Attached** | The file passed every check and belongs to the record. |
| **Not attached** | The file was refused or failed a check. The row says why. |

A file that is not attached is never shown to a client. It does not count toward the record's required documents.

## Check the type and size

The console checks these before a file is sent, and says which file it refused:

- The file must be a PNG, JPEG, WebP or PDF. Another type is refused, for example "notes.docx is not a PNG, JPEG, WEBP, PDF file."
- Each file can be up to 25 MB. A larger one is refused, with its size and the limit.
- A record holds up to 50 documents and 250 MB in all. Past that, the row says "The file was not attached. Try again." Remove a file you no longer need, then add it again.

An iPhone photo in HEIC format is refused. Save it as a JPEG first.

## Why a file is not attached

BillingMart checks each file after it arrives. The row tells you which of these happened:

- **"The file was not attached: it did not arrive. Try again."** The connection dropped before the upload finished.
- **"The file was not attached: it is larger than allowed. Try again."** More arrived than the size the browser reported when the upload began.
- **"The file was not attached: it is not the kind of file its name says. Try again."** For example, a Word document renamed to end in .pdf.
- **"The upload did not finish in time. Add the file again."** An upload has 15 minutes to finish. This happens most often on a slow connection or with a large PDF.

A file that fails a check is deleted. The record keeps no copy of it.

## Try again

1. Fix the cause above, if there is one.
2. Select **Retry** on the row, or add the file again.

Each retry is a new upload with its own 15 minutes. If one file fails, the others in the same batch still attach. Check each row.

## A file marked Flagged

A file marked "Flagged: never shown to the client" is marked sensitive, or was held back by a check. Its **Visible to client** switch cannot be turned on.