Your Documents Tab: Where Files Came From and Why One Will Not Open

The Documents tab on your case holds every file connected to your leave. Some you uploaded, and some arrived by email, text, or fax. This guide shows how to tell them apart and what to do when one will not open.

Where Files Come From

• Files you or your team uploaded. These show the date and the name of the person who uploaded them.
• Files sent to the leave team. These carry a label showing how they arrived: Received via email, Received via text, Received via fax, or Received via message. A form your doctor faxed in shows up here, for example.
• Combined PDFs. If several pages were uploaded as one PDF, you see a single file.
• Converted files. TIFF and HEIC files are turned into PDFs so they open on any device.

Small images inside an email, such as a sender's logo or signature, are not listed as documents.

Open a File

1. Open your case.
2. Select the Documents tab.
3. Find the file and select Open.

Each row shows the file name, its size, the date it was added, and who added it. A renamed file also shows its Original name. Some files include a short note from the team.

Why a File Will Not Open

Leave tells you why in a message above the list:

• "can't be opened right now. It may still be processing or is temporarily unavailable." Wait a few minutes and try again. A file that was just uploaded may still be processing.
• "is no longer available." The file was removed. Ask your leave team if you need it.
• "can't be opened from the portal. Contact your leave team and they can send you a copy." Some older files cannot be opened in the portal. Message your team for a copy.
• "Failed to open" followed by the file name. Try again. If it keeps failing, message your team.

If a row says Not available to open here, ask your leave team for a copy, the file has no Open button. Message your team and they will send it.

What You'll See

If no files have been added yet, the tab says No documents uploaded yet.

Common Scenarios

• You don't recognize a file. Check its Received via label. It may be a form your doctor or employer sent directly.
• A file you sent is missing. Files you email or fax take a little time to appear. If it is still missing after a day, message your team. See How do I know my document arrived?
• A file is your own but labeled oddly. The team may have renamed it to keep things organized. The Original name is shown below it.
• A file belongs to someone else. Tell your leave team right away. They can take it off your case.

Troubleshooting

I don't have a Documents tab. Your role on the case does not include documents. Documents are visible to the employee, the case's HR Partner, and the leave team.

I need to upload something. Use the upload box at the top of the tab. See Why Did My Upload Fail? if it does not work.