Uploading photos and videos as evidence

When you report an issue, you can attach photos, videos, and documents as evidence. Strong evidence significantly increases the chance of a favourable outcome. This guide explains how to upload evidence and what to include.

What counts as good evidence?

• Photos — before and after photos of the problem area. If a geyser was installed incorrectly, take close-up photos of the installation. If a pipe is still leaking, photograph the leak clearly.
• Videos — short clips (under 60 seconds) showing the issue. A video of a dripping pipe or a non-functional installation can be far more compelling than a still photo.
• Screenshots — messages or emails where the tradesperson acknowledged the problem, promised to return, or agreed to a specific scope of work.
• Documents — the original quote, any written agreements, or previous invoices if the issue relates to billing.

How to upload evidence

1. On your job page, click Report an issue.
2. Describe the problem clearly in the text field.
3. Under "Upload evidence", tap or click the attachment area to select files from your device. You can upload multiple files at once.
4. Accepted formats: JPEG, PNG, HEIC (photos), MP4, MOV (videos), PDF (documents).
5. Maximum file size: 20 MB per file.
6. Click Report issue.

Adding evidence after submission

If you forget to attach something, you can add more evidence from your job page while the case is still open. Click Add evidence next to the resolution case section and upload the additional files.

Tips for stronger evidence

• Take photos in good lighting — blurry or dark photos are hard to assess.
• Include a reference object (like a hand or a ruler) in photos to show scale.
• If recording a video, narrate what you are showing: "This is the geyser that was installed — as you can see, the pipe fitting is not sealed correctly."
• Date stamps on photos are useful but not required — the platform records the upload time automatically.