I got an error message that my evidence files exceed the total size limit (5 MB). What should I do?

1. If you’re trying to upload images, try lowering the resolution of each image before uploading.

2. If you’re trying to upload a PDF, follow the process below to reduce the file size.

I got an error message that my evidence files exceed the total page limit for Mastercard (19 pages). What should I do?

See our guidelines for limiting evidence file length here.

I’m trying to upload evidence as a PDF - how can I reduce the file size?

If you received the error message “The file you uploaded was too large. Please upload a file smaller than 5 MB” while trying to upload a PDF for Dispute evidence, try the following steps to reduce the file size:

1. Download Google Chrome (if you don’t already have it)

2. Open the file in Google Chrome

3. Select "print" option

4. Select destination as "Save as PDF"

5. Click save

6. Try re-uploading the file to the evidence submission form

I got an error message stating “The file you uploaded is not supported. Please check that it is not corrupted.”

Stripe Disputes Evidence File Uploads must be either a PDF file, a PNG image, or a JPG image.

If the file you are uploading is one of the above accepted formats, and you are still presented with this error, you may need to perform the set of troubleshooting steps outlined by the above question (I’m trying to upload evidence as a PDF - how can I reduce the file size?).

I got the error message “We don't support uploading certain types of images” - what should I do?

Please convert your image to a PDF or JPEG, then retry the upload. There are many free ways to do this conversion, but we recommend using this free tool from Adobe.

How can I upload more than one piece of evidence within a given category?

We recommend merging all required documents into one PDF file for a given evidence category.

I got an error message "We don't support the PDF Portfolio file type" - what should I do?

The file you are trying to upload is a PDF Portfolio. A PDF Portfolio contains multiple files assembled into an integrated PDF unit.

Please combine the documents within the PDF Portfolio into a single PDF File. To do this, you will need a recent version of Adobe Acrobat, and will have to obtain one if you do not have it (though other PDF applications may also have this capability).

To perform the combination of documents within the PDF Portfolio, follow these steps:

1. Open Adobe Acrobat
2. Select File
3. Select Create
4. Select Combine Files into a Single PDF
5. In Adobe Acrobat, select Add Files and add your PDF Portfolio file. If prompted about multiple files, click OK
6. In the top right corner of Adobe Acrobat, select Combine
7. Combination will complete
8. Save the file and name appropriately (for example, Evidence_combined.pdf)
9. Open a New Tab in Google Chrome
10. Drag the newly exported file into Google Chrome
11. Use Ctrl+P (or Cmd+P on Mac) to open the Print dialog
12. Under Destination, select Save as PDF, and then Save
13. Name appropriately (for example, Evidence_combined_exported.pdf)
14. Upload your newly saved file to the Stripe Dashboard

Validated using Adobe Acrobat Pro 2022.003.20281