Upload And Track Documents

When To Use This#

Use this article when you need to upload, replace, review, or download household and dog documents in the customer portal.

Before You Start#

• Sign in to the customer portal.
• Have the file ready on your device.
• Use only current documents for your own household or dog.
• Confirm whether the request is for the household or for a specific dog.

Documents Page Overview#

The Documents page groups household documents and dog-specific documents so you can see what is already on file and what still needs attention.

Each document row may show a visible status such as On file, Pending review, Expiring soon, Expired, or Missing. Use those statuses as a guide for what to open next. There is no separate "Rejected" status: if a file does not clear review, the item shows as Missing with a note such as "Last upload did not clear review."

Household And Dog Sections#

Review the household section for files that apply to the whole family. Review each dog section for records that apply to one dog, such as dog-specific forms or records.

When a readiness message mentions a dog, open that dog's document row before uploading so the file is attached to the right place.

Upload Or Replace A File#

Use Upload when a row shows Missing or Expired. Use Replace when a row shows On file, Pending review, or Expiring soon and you have a newer copy.

Choosing a file starts the upload right away, so check the file name on your device before you pick it. While the file transfers, the button shows progress and a Cancel control appears. Once the file has been sent, the button reads "Processing…" while your document is saved; large photos can take a minute on mobile data. When the upload finishes, the page reloads and shows either a "Document submitted" notice or a "Documents update" notice with the reason it was not accepted.

If you are still finishing your setup with the business, uploads from this page are handled as part of that setup. In that case the page reloads with the row's updated status instead of a separate success notice, and the page may show a "Documents update" notice such as "This setup is paused. No upload was started. Contact the business if you want to continue." or "This record is not part of the current setup. No upload was started." Contact the business before trying again.

Review Status#

Uploaded documents may need review by your business before the status changes. Pending review means the file was submitted but still needs business review. Rejected means the business did not accept that file and you should read the visible note before uploading a corrected version.

What Happens Next#

Document statuses help you see whether a file is current, waiting for review, expiring, expired, rejected, or still needed. This article does not decide whether a file meets your business's requirements.

Troubleshooting#

• If the Documents page is unavailable, refresh and try again; repeated failures may need help from your business.
• If upload fails, check the file type, file size, and your internet connection. A notice starting "The upload did not finish" means the file was not saved, so pick it again to retry.
• If, after the button showed "Processing…", a notice starting "This is taking longer than expected" appears under the button, reload the page to see whether the file was saved, then upload it again if it is still missing.
• If a document does not clear review, read the visible note and upload a corrected file if needed.
• If a notice says the setup is paused or the record is not part of the current setup, no upload was started; contact the business to continue.
• If a dog is blocked from booking, check whether a required document is missing or expired.
• If you need a copy of a document, use the View control when it is available.
• If a dog document upload fails, make sure you are uploading from the correct dog row.