Super Portal: File Upload Limits & Troubleshooting
Super Portal: File Upload Limits & Troubleshooting
The Super Portal has a per-file upload size limit. Here's how to handle files that are too large, and what to do when uploads fail.
File Too Large to Upload
Step 1: Compress the PDF
Use a free online tool to reduce file size before uploading:
- smallpdf.com — Compress PDF tool
- ilovepdf.com — Compress PDF tool
Compress the file, download it, then try uploading again.
Step 2: Split the document
If compression alone doesn't get it under the limit, split the file into smaller parts:
- Upload the contract as one file
- Upload addenda as a separate file
- Upload disclosures as a separate file
Most uploading issues are resolved by separating the contract package rather than uploading everything as one large PDF.
Step 3: Still failing?
Submit a HelpScout ticket with:
- The transaction address
- The file size (approximate is fine)
- What you've already tried
The support team can advise on alternatives or manually assist with the upload.
Upload Best Practices
- Split documents proactively. Don't bundle the entire contract package into one PDF. The portal is designed to receive separate documents.
- Name files clearly. Use descriptive names:
1234-Main-St-Contract.pdf,1234-Main-St-Amendment-1.pdf - Submit docs early. Do not wait until 1-2 days before closing to upload. Upload issues close to closing create CDA delays.
Portal Appears Down or Not Loading
If the Super Portal is unresponsive or showing an error:
- Hard refresh your browser: Mac:
Cmd + Shift + R| Windows:Ctrl + F5 - Try a different browser — Chrome is recommended
- Clear your cache if the issue persists
- Check with a colleague to confirm whether it's affecting others or just your session
- Submit a HelpScout ticket if the portal is down for multiple users — include a screenshot of the error
The portal is cloud-hosted; outages are rare but do happen. The support team monitors uptime.