Uploading documents: a simple guide for your phone or computer

Upload what you have, when you have it

Open your application invitation or document-request message and sign in. Choose Go to Documents to see the requested list. You can upload items as they become available; the team receives a notification when you upload. You do not have to complete the whole list in one sitting.

A clean upload in seven steps

1. Select the correct borrower if there is more than one applicant.
2. Read the request, including the document type and dates.
3. Choose the file that matches that request.
4. Upload each requested document separately. Do not combine unrelated items such as a pay stub, bank statement and ID into one file.
5. Include all pages belonging to that document, even blank or explanatory pages if the issued document contains them.
6. Check that the uploaded file is readable and complete.
7. Return to check its review status and any follow-up requests.

Several pages of one statement belong together. Different requested documents belong in their own requested items. If a request spans several statements, follow the request or ask us how to group them.

Best file choice

An original PDF downloaded from your bank, employer or CRA is usually easier to review than screenshots. The portal supports many formats, including phone photos, but a supported file type is not the same as an acceptable lender document. If a file is rejected by the upload screen, use its guidance or ask us; there is no universal file-size limit stated in this handbook.

Do not change figures, edit dates, remove transactions or recreate an official record in a word processor. If your file is password-protected, ask us for the safest way to provide a readable copy; never send us your online account password.

Taking a good phone photo

Use a flat surface, even light and a steady hand. Include all four edges. Avoid shadows, fingers, glare and folded corners. Check small text and numbers by zooming in before uploading. Photograph every page and both sides if requested.

Useful file names

Use something like Alex-pay-stub-2026-10-09.pdf or Alex-bank-statement-2026-09.pdf. Avoid account numbers, SINs and passwords in filenames. Clear dates and names are enough.

Upload trouble?

Try downloading the original document again, confirm it opens on your device, and check your internet connection. If the problem continues, tell us what the screen says and which document you are trying to upload. We can help you find an alternative approved method instead of having you email sensitive files at random.