If you're experiencing a spinning wheel, error message, or frozen screen when uploading documents, follow these troubleshooting steps.
Quick fixes to try first:
Switch file format: If uploading PDF fails, take a screenshot and upload as JPEG/JPG
Reduce file size: Keep files under 2MB for fastest processing (maximum 10MB allowed)
Check your connection: Switch between WiFi and mobile data to test connectivity
Restart the app: Force close and reopen the IG Markets app
File format solutions:
PDF issues: Convert to JPEG by taking a screenshot of the document
Photo too large: Use your phone's built-in photo editor to reduce quality/size
Multiple pages: Only upload the first page showing required information
Blurry images: Ensure good lighting and steady hand when photographing
Best practices for successful uploads:
Upload during off-peak hours (avoid 9-10am and 2-3pm SGT)
Use JPG/JPEG format (most reliable)
File size between 200KB - 2MB (optimal range)
Ensure document fills 80% of the frame
Avoid using VPN connections
Update to latest app version
Platform-specific tips:
iOS users: Check Settings → IG Markets → Photos permission is enabled
Android users: Allow storage permissions for the app
Web platform: Try using Chrome or Safari (avoid Firefox for uploads)
Error messages and solutions:
"File too large" → Compress image or take lower resolution photo
"Invalid format" → Convert to JPG/JPEG/PNG
"Upload failed" → Check internet connection and retry
"Document unclear" → Retake photo with better lighting