Title: Not Getting Attachments Through System
Last modified: February 4, 2020

---

# Not Getting Attachments Through System

 *  Resolved [tannetoni](https://wordpress.org/support/users/tannetoni/)
 * (@tannetoni)
 * [6 years, 4 months ago](https://wordpress.org/support/topic/not-getting-attachments-through-system/)
 * We’ve had several clients submit attachments with their tickets, but we are not
   receiving them on our end.
 * Our host allows 128MB as a default. We limited the uploads for tickets to 1MB,
   so there should be no conflict here.
 * Would you mind letting me know what would cause us to not see any attachments
   on the tickets? (Btw, the settings are set to allow attachments).
 * Thank you,
    Toni
 * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Fnot-getting-attachments-through-system%2F%3Foutput_format%3Dmd&locale=en_US)
   to see the link]_

Viewing 3 replies - 1 through 3 (of 3 total)

 *  Plugin Author [Yeison Baron](https://wordpress.org/support/users/yeisonbp/)
 * (@yeisonbp)
 * [6 years, 4 months ago](https://wordpress.org/support/topic/not-getting-attachments-through-system/#post-12403730)
 * Hi [@tannetoni](https://wordpress.org/support/users/tannetoni/),
 * I made some tests in your sites and saw your issue. Now, you would need to do
   some troubleshooting to identify the cause of this issue. Try to switch to a 
   default WP theme. If the issue continues, deactivate your other plugins to see
   if the issue continues. Then, activate one by one until one of them shows that
   creates the issue.
 * Also, please go to tickets – settings – File Upload tab and check that the file
   formats are added in the “Allowed Field Types” field.
 * Regards.
 *  Thread Starter [tannetoni](https://wordpress.org/support/users/tannetoni/)
 * (@tannetoni)
 * [6 years, 4 months ago](https://wordpress.org/support/topic/not-getting-attachments-through-system/#post-12433470)
 * What was the issue? You stated you saw the issue but didn’t identify what the
   issue was?
 * I’m using WP Page Builder Framework Pro, along with Elementor Pro – the only 
   other plugins are the Awesome Support and Awesome Support Custom Status plugins
   and the Classic Editor. If your plugin can’t work with those, then there’s a 
   real big problem here.
 * Also, the allowed types of file uploads is already added (jpg, jpeg, png, pdf,
   doc, docx, xls, xlsx).
 *  Plugin Author [Yeison Baron](https://wordpress.org/support/users/yeisonbp/)
 * (@yeisonbp)
 * [6 years, 4 months ago](https://wordpress.org/support/topic/not-getting-attachments-through-system/#post-12434631)
 * Hi [@tannetoni](https://wordpress.org/support/users/tannetoni/),
 * **What was the issue?**
 * I apologize for the misunderstanding. I mean that I visited your site and saw
   that the attachments are not shown after submitting the ticket and no error is
   shown to the user when that happens.
 * Regarding the troubleshooting, we would need to identify the cause of the files
   not uploading. Did you try to switch to a default WP theme? Also, you can turn
   on the debug flags, try to upload an attachment in a ticket and send us the messages
   that might be generated by the debug.log file?
 * Here are the instructions to get the debug.log file:
 * > [Debugging in WordPress](https://wordpress.org/support/article/debugging-in-wordpress/)
 * Regards.

Viewing 3 replies - 1 through 3 (of 3 total)

The topic ‘Not Getting Attachments Through System’ is closed to new replies.

 * ![](https://ps.w.org/awesome-support/assets/icon-256x256.png?rev=1849681)
 * [Awesome Support - WordPress HelpDesk & Support Plugin](https://wordpress.org/plugins/awesome-support/)
 * [Frequently Asked Questions](https://wordpress.org/plugins/awesome-support/#faq)
 * [Support Threads](https://wordpress.org/support/plugin/awesome-support/)
 * [Active Topics](https://wordpress.org/support/plugin/awesome-support/active/)
 * [Unresolved Topics](https://wordpress.org/support/plugin/awesome-support/unresolved/)
 * [Reviews](https://wordpress.org/support/plugin/awesome-support/reviews/)

 * 3 replies
 * 2 participants
 * Last reply from: [Yeison Baron](https://wordpress.org/support/users/yeisonbp/)
 * Last activity: [6 years, 4 months ago](https://wordpress.org/support/topic/not-getting-attachments-through-system/#post-12434631)
 * Status: resolved