Issues Uploading Forms and Documents

Summary

This article explains the most common reasons you may be unable to upload forms or documents, and what to do if your files are incorrect, missing, or in the wrong format.

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1. My upload button is greyed out

2. I uploaded the wrong forms and can’t delete them

3. I have more forms to upload but there is no space on my dashboard

4. My forms are in the wrong format and won’t upload

5. Can I complete my forms by writing on printed copies

6. Common Questions (FAQs)

Key Information

1. My upload button is greyed out

You must complete the Add Details section before you can upload anything.

1. Go to your forms page.
2. Select Add Details above the upload area.
3. Enter your informant details.
4. Once completed, the upload button will activate.

If the button is still grey, please email help@problemshared.net and our team will help.

2. I uploaded the wrong forms and can’t delete them

If you uploaded an incorrect document:

1. Email the correct form(s) to help@problemshared.net.
2. State that you uploaded the wrong file and need it replaced.

We will remove the incorrect file and upload the new one for you.

3. I have more forms to upload but there is no space on my dashboard

If your dashboard does not show an option to upload more documents:

1. Email the additional forms to help@problemshared.net.
2. Let us know that there is no space available to upload them yourself.

We will add the extra forms to your account.

4. My forms are in the wrong format and won’t upload

Our system accepts PDF or JPG files.

If your forms are in another format and you cannot convert them:

1. Email the files to help@problemshared.net.
2. Explain that you were unable to upload the documents due to file format.

We will upload them on your behalf.

5. Can I complete my forms by writing on printed copies?

Ideally: complete forms digitally

Where possible, please complete your forms on a laptop, desktop or tablet.
You cannot complete the forms on a mobile phone.

Depending on your device, you may need to install Adobe Reader or a free PDF editor to type into the forms.

Alternatively: print, write, and send back to us

If you prefer to print and handwrite your forms, you can still return them to us.

You have two options:

Option 1: Scan and email

1. Print and complete each form clearly in pen.
2. Scan the completed forms.
3. Email them to help@problemshared.net

Option 2: Take photos and email

If you cannot scan your forms, you can send photos instead:

1. Take a clear photo of each page, making sure all four corners of the page are visible.
2. When attaching the photos to your email, select ‘Medium’ size.
   • This helps keep the image clear when we convert it into a document.
3. Only send one completed form per email to avoid pages being mixed up.
4. Send your email to help@problemshared.net

6. Common Questions (FAQs)

I need more time to complete my forms and I don’t want to be discharged
 

Please email help@problemshared.net explaining why you need an extension.
We will review your request and discuss next steps with you.

I’m struggling to complete the forms myself, can you help?

Due to the current demand we are experiencing, we are unable to offer any dedicated one to one support for completing forms. 

However, in line with the Equality Act 2010, if you have a disability that impacts your ability to complete the forms, we may be able to offer reasonable adjustments to support you. 

Please email help@problemshared.net confirming you have a disability in line with the Equality Act 2010 and letting us know you require support with your forms.

Need more help?

If you have need further support, please contact help@problemshared.net and our team will be happy to assist.