Documents: common questions

Short answers to the questions agencies ask most about Documents.

Which files can I upload, and how big can they be?

PDF files and pictures, one file at a time, up to 15 MB each. PDF files and common pictures (PNG, JPG, GIF, WebP) open in the browser with View; other kinds of file are downloaded instead. A larger file shows This file is too large.

How much storage do we have?

As much as your plan allows. Every file the agency keeps counts: documents you upload, files customers send, and other attachments. When an upload would pass the limit, you see Your … plan allows … of file storage. Upgrade the plan in Settings → Plan and billing to continue. Delete files you no longer need, or change the plan in Settings → Plan and billing, where you also see how much you use.

Who can upload, send and delete documents?

Three permissions decide it. Seeing Documents: owner, managers, sales and operations. Uploading and marking as sent: the same roles. Deleting: owner, managers and operations only. The agency owner can change this in Team and roles.

Why does the grid show every document type?

The trip has no required documents. Edit the trip and tick what each traveller needs under Documents each traveller needs. The grid then shows only those columns.

Why is there one cell for the whole booking?

The agency set that document type as one per booking, for example a group transfer voucher. The type is filed on the booking's first traveller, and the other travellers show —. Change it in Settings → Lists → Document types, with One for every traveller.

Why is a traveller not on the grid?

The grid shows the travellers of confirmed bookings only, by name. Cancelled bookings are left out, and a traveller who is not named on the booking yet has no row. Add the travellers on the booking first.

Does the customer see the documents?

Yes. On their trip page, each document the trip needs shows as Needed, Received or Ready, and they can download the files. When the agency allows it (Settings → Preferences → Customers can upload documents), customers can also send their passport, visa, photo or ID card from the trip page and from their customer account. It is the same setting as Customers can send documents in Settings → Customer portal and loyalty: turning either off stops both. What they send appears on Documents as Received.

Can I set an expiry date on a document?

Yes, in Expires when you file it through Drop files or take a photo. The date shows in the document's menu. It is separate from the passport expiry saved on the traveller, which drives the passport checks (see Passport validity checks).