What you can add
- On the web: up to 8 files, each up to 25 MB. Photos (JPEG, PNG or WebP), PDFs and MP4 videos.
- In the app: up to 6 photos, taken with the camera or picked from your library.
- Files are added while you raise the request, under Attachments.
Add files on the web
- On the Raise a request page, scroll to Attachments.
- Drag files onto the box, or select browse to pick them.
- Wait for each file to finish uploading. To take a file off, select Remove next to it.
- Select Create ticket. The files appear on the ticket under Your request.
Add photos in the app
Under Attachments, take a photo or choose one from your library. The photos upload when you submit the request, and the button shows the progress.
If an upload fails, the request is not sent and your draft stays on the phone, so you can try again when the connection is better.
If an upload fails
- A file is too large: it is over 25 MB. Trim the video or send a smaller photo.
- A file is not a supported file type: save it as JPEG, PNG, WebP, PDF or MP4.
- You can upload at most 8 files: remove one before adding another.
- Upload failed. Please try again: check your connection and add the file again.
Tips
- Take one wide photo of the unit and one close-up of the fault or the error code on the display.
- A 10 to 20 second video is enough to show a noise or a leak, and stays well under the size limit.
- A photo of the nameplate, with the model and serial number, helps the technician bring the right parts.
Frequently asked questions
- Can I add more photos after the ticket is created?
- Not from your account: files are added when you raise the request. Send extra photos to the office with the ticket number, or show them to the technician at the visit.
- Who can see my attachments?
- You, our office team and the technician working on your job.
Still stuck?
Our team can look at your request or account with you.