Why an upload is still processing or was rejected
Updated
What happens to a file between upload and your Vault, and what to do when an upload stalls or is refused.
On this page
What happens after you upload
Every upload passes through the same stages, shown on screen as they happen:
- Quarantine and scanning. The file lands in private quarantine. Arrota checks its real type from the file's contents and scans the file itself for malware. Only a clean result releases it.
- Reading the document. AI extracts the text, whether the file is a PDF or a photograph.
- Extracting facts. Arrota pulls out the name, dates and credential details and checks the name against yours.
Keep the tab open until it finishes. If you leave during the scan, nothing is added to your Vault and you can upload the file again later.
Supported files
PDF, PNG and JPEG files of up to 25 MB. The type is checked from the file's contents, not its name.
Why an upload was rejected
| Message | What to do |
|---|---|
| That document doesn't appear to be yours | Arrota could not find your name on it. Upload a document that shows your name. |
| We couldn't confirm that the name on this document matches your account | Check your account name in Settings, or upload a clearer copy. |
| We couldn't identify this as a supported Arrota record | Receipts, invoices and other non-credential documents are refused. Upload a certificate, letter, licence or record. |
| We couldn't confidently identify this document | Upload a clearer copy, or another document showing the record type, your name and the issuing organisation. |
| You've already uploaded this exact document | The file is already in your Vault. |
| File rejected: Malware detected | The file failed the security scan and was not processed. |
If scanning is unavailable
If the security scanner cannot run, your file stays in private quarantine and is not processed or shared. Try again later. Arrota never skips the scan to finish an upload.
How files are checked
Arrota scans the file itself with ClamAV. Before the scan, an optional VirusTotal lookup checks the file's fingerprint (a SHA-256 hash) against known malware. That lookup can block a known-bad file but can never release one, and your document is never sent to VirusTotal. The Security page explains the full process.
Other reasons you cannot upload
- Your email address is not confirmed yet.
- Your Vault setup is not finished.
- AI processing was not switched on during setup.
- The Vault is managed by a guardian.
If you are stuck, contact Support.