If you get an error uploading documents or submitting a litigation support claim in the Customer Portal, use these troubleshooting tips.
The Litigation Support Package (LSP) is service is available only with plans that include litigation support.
File names are too long or use unsupported characters
File names must be no longer than 255 characters and must not contain any of these characters:
' " : < > | ? * \ / # @ $ % ^ & ! ( )
Some unsupported characters may be accepted during upload but prevent claim submission. For example, O'Brien.pdf or Re: letter.pdf may upload successfully but cause submission to fail.
Rename your files using letters, numbers, spaces, hyphens, or underscores, then upload them again.
File type is unsupported
Supported formats: PDF, PNG, or JPG.
Save documents in a supported format.
File size or total upload size is too large
- Maximum size per file: 500 MB.
- Maximum total upload size: 500 MB.
Reduce file sizes if they exceed either limit.
Form details exceed character limits
Make sure your entries meet these limits:
- Company name: Up to 500 characters.
- Lawsuit case number: Up to 255 characters. This field is optional.
Shorten any entry that exceeds its limit.
Signed in to the wrong account
The license associated with your claim must belong to your current account. Switching accounts in another browser tab while completing the form can prevent submission.
Sign in to the account that holds the license. From the Customer Portal home page, select Access Litigation Support, then Submit claim to start again.
Session expired
If the form has been open for a long time, your session may expire before submission.
Copy any text you want to keep, then refresh the page. Sign in again if prompted and complete the form again.
Submission or upload attempt limit reached
The platform allows up to:
- 5 claim submission attempts per 10 minutes
- 20 upload attempts per 5 minutes.
These limits apply to your IP address. People using the same office network or VPN share the limits.
Wait for the relevant time window to pass before trying again.
Network blocks document uploads
Documents upload directly to Google Cloud Storage. A company firewall, proxy, VPN, or security tool may block access to storage.googleapis.com.
Ask your IT team to check whether your network allows access to this domain.
Upload timed out
The upload must finish within 15 minutes. A large file uploaded over a slow connection may take longer than this and fail.
Reduce the file size or use a faster, stable connection, then upload the file again.
Connection or server error
A dropped internet connection or a temporary server error, such as 502 or 504, can interrupt submission.
Check your connection, wait a few minutes, and try again.
Need more help?
If you still cannot upload documents or submit your claim, contact us at delivery@accessibe.com.