Skip to main content
Avalara Help Center

Troubleshoot document uploads in CertCapture

This article applies to:CertCapture

A successfully uploaded certificate is in the processing queue but the certificate is missing from Manage Documents > Validate Documents.

Before you begin

The upload file size is limited to 50 MB. CertCapture accepts the following file formats:

  • PDF files using TrueType fonts. If your PDF uses a different font type, it may not upload properly.
  • PNG
  • JPEG
  • GIF
  • TIFF
  • ZIP files containing images of any of the previous file formats.


  1. The document may have been claimed by another user.
    Click Documents Claimed by Others to see documents other team members have claimed.

  2. There may be an issue related to the quality of your PDF file. 
    • Copy the missing PDF image and save it in a new file, then upload it again
      • Using Microsoft Word. you can copy the page image, paste it into a Word document, then save it as a PDF file
      • Using the image printout, you can scan it, saving the scanned image as a PDF
      • You may also have the option to "Export as PDF"
    • To save a PDF in Google Chrome:
      • Press the PRINT ICON in the upper Right
      • Click CHANGE under destination
      • Choose SAVE AS PDF
      • Choose SAVE
      • Name the file
  • Was this article helpful?