• TROUBLESHOOTING AND FAQS • SETUP GUIDE

Why Is a File Upload Being Rejected?

By Rivio Support Team
2 min read

What you will achieve in this guide

Follow this step-by-step documentation to configure custom B2B registration forms, approval workflows, and customer tagging.

EXPECTED SETUP TIME 5-10 Minutes
COMPATIBILITY All Shopify Themes & Plans
TECHNICAL DIFFICULTY Zero Code Required

Check the allowed file type and the form’s size limit when a resale certificate or business document cannot be uploaded.

Before you begin

Record the affected store, form name, slug, application reference if available, and approximate time. Reproduce the issue once with dummy data and note the exact message before changing settings.

Actual type and size determine acceptance

The field's allowed types and configured size limit apply together, with a maximum supported 20 MB per file. Renaming a file extension does not convert its actual type and can still fail server validation.

Try a genuine file of an allowed type below the configured limit. If that fails, capture the form, field label, file type/size, error, and time without sending confidential document contents in an initial support request.

Reference and examples

Test Expected result for PDF up to 5 MB
1 MB genuine PDF Accepted if other validation passes.
6 MB genuine PDF Rejected by configured size limit.
JPEG renamed .pdf Not a valid conversion; actual type checks can reject it.
File above 20 MB Outside app maximum, regardless of a larger configured value.

Diagnose and resolve the problem

  1. Open the form’s File upload field.

  2. Read the allowed types and maximum size.

  3. Check the applicant file’s actual type and size.

  4. Keep the configured limit at or below the supported 20 MB maximum.

  5. Try a valid unmodified file in a fresh application.

  6. Inspect the accepted upload in Submissions to confirm it was attached correctly.

Example

With PDF allowed up to 5 MB, compare a 1 MB PDF, a JPEG, and a 6 MB PDF.

Expected result

Only the small PDF satisfies both restrictions; raising a configured limit beyond 20 MB does not bypass the app maximum.

Limits and important behavior

  • Renaming an extension does not convert the file’s actual type.
  • Server validation checks type, size, and the signed upload token.
  • AI scoring does not read or verify file contents.

If you still need help

If the checks do not resolve the issue, contact support@rivioapps.com with the affected form or application reference, time, exact error, and what you already tested. Mask private applicant data and never include API keys or SMTP passwords.

Screenshots to add

Screenshot placeholder: Capture the relevant app screen for “Why Is a File Upload Being Rejected?” after completing the setup. Show the controls used to open the form’s File upload field. Add a second screenshot showing the result of this check: Inspect the accepted upload in Submissions to confirm it was attached correctly. Use dummy applicant details and mask any secrets.

Related guides

If these checks do not resolve the issue, contact RivioApps Support with the form name, application reference where relevant, error, and time. Do not include passwords or access keys.