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Documents and compliance

Document scan is pending or rejected

New versions are not downloadable until malware scanning reaches an allowed result.

This guide applies when

  • The download button is unavailable.
  • The file says scan pending or rejected.

What to do

  1. 1

    Wait for the pending scan to complete and refresh the document page.

  2. 2

    If rejected, do not rename and re-upload the same file; scan the source device and create a clean export.

  3. 3

    Report a prolonged pending scan with the document reference, not the document contents.

Still stuck?

Include the page address, local time, signed-in email, browser and device, the exact action taken, and any visible request reference. Remove private information from screenshots.

Never send a password, authenticator or recovery code, API key, payment information, or an unredacted private document.