Ticket attachments: sizes and file types
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Screenshots, error logs or documents often help resolve issues faster. Attach files when creating a ticket or replying.
Limits
| Rule | Limit |
|---|---|
| Maximum size per file | 10 MB |
| Maximum files per message | 5 |
| Maximum total files per ticket | 30 |
Accepted file types
- Images: JPG, PNG, WEBP, GIF
- Documents: PDF
- Text: TXT, LOG, CSV
- Archives: ZIP
Unlisted types such as executable files or Office documents are not accepted. Combine many files into one ZIP if needed.
How are files checked?
File signature checks
Extensions or browser-reported types alone are insufficient; actual content must match the declared type. Renamed file types, for example, are rejected with “File content does not match its type”.
Virus scanning
Attachments are scanned when the scanning service is available; malicious files are rejected. ZIP is accepted only when scanning is possible. If unavailable, retry uploading the ZIP later.
Viewing attachments
The ticket sidebar lists all files, and message attachments also appear below their messages.
Important precautions
- Do not attach files containing passwords or card details.
- Remove passwords or access-key lines from logs before sending.
- Share personal-data documents only when necessary to resolve the ticket.
For ticket creation steps, see How do I open a support ticket?