---
title: Receive customer files through the Client Portal in Infinity3
description: "Ask customers to upload supported files through their portal so your team can find them on the correct contact record. #### Before you start Confirm the customer can sign into your portal and access its document area. Explain which files…"
url: "https://www.infinity3.co.uk/help/receive-customer-files-through-the-client-portal-in-infinity3/"
updated: "2026-10-08"
category: Infinity3 Platform / Client Portal
---

# Receive customer files through the Client Portal in Infinity3

Ask customers to upload supported files through their portal so your team can find them on the correct contact record.

#### Before you start

Confirm the customer can sign into your portal and access its document area. Explain which files you need and who will review them.

Use clear filenames so your team can identify the document and version.

#### Customer upload steps

1. Sign into the customer portal using the supplied portal address.
2. Open **Documents**.
3. Select **Upload Document**.
4. Choose a supported file from the device.
5. Wait for the upload to finish and check that it appears.

Supported formats include PDF, Word, Excel, PowerPoint, text and common images. Video uploads are not supported through this document-upload feature.

#### Find the file in Infinity3

1. Open **Contacts** and select the customer.
2. Open **Documents** → **Received** → **Client Portal**, where shown.
3. Find the uploaded file.
4. Preview or download it and record any required follow-up.

Confirm the file is complete and readable before treating the request as fulfilled.

#### If an upload fails

Check the format, file condition, connection and any size guidance or error shown. Ask the customer to wait for completion before leaving the page.

If the upload control is missing, review portal configuration and access.

Contact Infinity3 with the portal, contact, file type and error. Do not ask customers to send passwords or login codes.