Uploading Evidence to Support

A screenshot or document can explain a problem faster than a paragraph. Attachments are optional, and a request can be sent without one.

What you can attach

If a file is rejected, check its format and size before trying again. You can always send the request without it and add the file in a reply.

• Images: JPG, PNG, WebP, GIF, AVIF, HEIC and HEIF.
• Documents: PDF, plain text, CSV, Word (.docx) and Excel (.xlsx).
• Up to 3 files on a request or reply, and up to 10 MB per file.

Hide these before uploading

Crop or cover the sensitive part of a screenshot. Xacheus Support will never ask for a password or a verification code.

• Passwords and one-time verification codes.
• PINs, CVVs, full card numbers and bank login details.
• Other people's private information, and anything you do not want reviewed by Support.

Who can see an attachment

Only you and the Xacheus Support team can open a support attachment. It is stored privately and served through an authenticated link, not a public address. Do not post the link in public.

Evidence for a report

If you are reporting a post, account, scam or opportunity, use the report flow as well — it records the reference and gives the moderation team the evidence. A support attachment does not replace a report.

If an upload fails

Try a smaller file or a different format, check your connection, and retry. If it still fails, contact support with the file type and size, but do not send the sensitive contents.