Upload a document for a customer

What you will accomplish

You will save a file on the correct customer record with the right label—such as Insurance or Vehicle Registration—so your team can find it later without searching email or shared folders.

This guide is for staff uploads. When customers upload files themselves in the portal, they use the same document types you set up in Configure document requirements.

When to use this guide

A customer emails a photo of an insurance card and you need it on their record today.
Someone drops off registration paperwork at the front desk.
You are finishing onboarding and the customer cannot use the portal yet.
You need a scanned copy on file before approving storage or releasing a vehicle.

Before you start

The customer exists in Contacts.
You know which document type fits the file (create types first if needed—see Configure document requirements).
You have the file on your computer or phone (PDF, JPG, or PNG usually work).
If the file is for one vehicle, know which car on the customer record it belongs to.

Upload the file

Open the customer record
Go to Contacts, search for the customer, and open their page.
Expected result: You see the customer’s name, contact details, vehicles, and other sections.
Scroll to Documents & Contracts
Find the card titled Documents & Contracts.
This section holds both signed agreements and uploaded files.
Click New Document
Click New Document (top-right of that card, in the empty state, or on the Add document tile in the grid).
Shortcut: You can also drag and drop a file from your computer onto the Add document tile. The upload window opens with that file already selected.
Why this helps: Drag-and-drop is often faster when a customer emails a PDF and you already saved it to your desktop.
Expected result: A window titled Add New Document opens with two choices—Contract and General Document.
Choose General Document
Click General Document—the option for files customers or staff upload, not electronic signing.
Why this matters: Choosing Contract starts a signing flow. Insurance and registration almost always belong under General Document.
Pick the document type (or skip)
If you see Select Document Type, tap the label that matches the file—Insurance, Vehicle Registration, and so on.
If the file does not fit a category yet, choose Skip - No Type to upload without a label (your team can fix the type later).
If the type you need is missing, ask an admin to add it in Settings > Contracts & Documents.
Choose the vehicle (if asked)
If the upload is for a specific car, select the correct vehicle.
Expected result: The file will be linked to that car on the customer record.
Select the file
Click Choose file, Browse, or the upload box (wording may vary). Pick the PDF or image from your computer.
You can also drag and drop a file onto the upload area if your browser supports it.
Expected result: You see the file name (for example, insurance-card.pdf) before you save.
Add tags or notes (optional) and save
If there is a Description field, add something your team will need later. Example: Expires March 2027 or Covers both vehicles on policy.
Some facilities also use Tags to group files—add a short tag if your team uses them for renewals or audits.
Click Upload, Save, or Add Document at the bottom of the window.
Expected result: The window closes and a new card appears in Documents & Contracts with the document type you chose (for example, Insurance).

Add New Document window showing Contract and General Document options — Click General Document when you are uploading a file, not sending something to sign.

Select Document Type window listing Insurance and Vehicle Registration with Skip - No Type option — Choose a document type so insurance and registration stay organized—or **Skip - No Type** when you must upload first and label later.

Upload dialog showing document type selection and file upload area for a customer record — Pick the document type first so insurance, registration, and other files stay organized.

Customer record Documents and Contracts section showing an uploaded insurance document and a contract with status badges — After you save, the file appears on the customer record next to contracts. The header may show counts such as **1 document, 1 contract** when both types are on file.

What success looks like

The file appears on the customer record under Documents & Contracts.
The document type label is correct (Insurance, Registration, and so on).
The linked vehicle is correct when the file applies to one car.
Another team member can open the file from the same customer page without asking you for a copy.

Common mistakes to avoid

Troubleshooting

What to do next

To collect a signed agreement, use Send a contract for signature.
To confirm what is already on file, use Review signed contracts and document history.
To require uploads during portal setup, see Configure document requirements.
To let customers upload themselves, see Help customers upload documents in the portal.