Issues Uploading Forms and Documents

Before being added to the waitlist for assessment, you’ll need to provide your pre-assessment documents, which can be accessed through your Dashboard.

This article explains what to do if you’re having trouble uploading your pre-assessment forms or documents, including if files are missing, incorrect, or in the wrong format.

If you’re still having technical issues after following the guidance below, you can contact our Client Support team for further assistance.

Content

1. My upload button is greyed out
2. I uploaded the wrong document 
3. I have more documents 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)

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 send us an email and our team will assist you.

I uploaded the wrong document

If you uploaded an incorrect document, send our team an email and we can remove it for you. If you attach the correct document, we can also replace it.

If you completed a form digitally with incorrect information, let us know. We can reset this for you so you can complete it correctly or delete your original submission so you can start again.

I have more documents to upload but there is no space on my Dashboard

If you'd like to provide additional documents as evidence, or you've been asked to provide supporting or additional information, send us an email with the document(s) attached.

We'll be able to add the additional document(s) to your Dashboard on your behalf, and if necessary, alert the appropriate team.

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 yourself, send them to us via email.

We will upload them on your behalf.

Can I complete my forms by writing on printed copies?

Digital Forms

Many of our pre-assessment forms are digital and should be completed on your Dashboard using a suitable device.

We recommend using a desktop device for this as the forms will not always function properly on a smartphone or tablet.

PDF Forms

Some of our forms are available only in PDF format. If you cannot edit these digitally, you can request a Word version for accessibility or print out the form to complete by hand.

If you opt to complete these forms by hand, you should return them to us via email by either:

• Scanning the completed form and attaching the file
• Taking a clear photograph of each page and attaching the images

Make sure all four corners of the page are clearly visible and the writing is legible. 

When attaching the file to an email, select 'Medium' size to keep the image clear.

Common Questions (FAQs)

Can I have more time to complete my forms?

If you're having trouble completing your forms, or you're receiving reminders that state you'll be discharged, please don't worry - you can contact our Client Support team to request an extension.

We'll review your request and advise on your new deadline. 

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. 

Depending on your circumstances, you have a few options for support with completing your forms. Many clients utilise their personal support system and have family members or close friends help them, while others access support available through their GP such as mental health nurses and support workers. This is especially helpful for people who struggle with the technical aspect of completing forms online.

If you require reasonable adjustments to account for a disability, please do get in touch and we will do our best to facilitate.