Attaching files in the mobile app lets you store photos, videos, and documents against a record. It keeps job information organized, easy to find, and shared between field and office teams.

View files

➡️ Tap your record's Menu > Attached files

You can attach files to customers, jobs, invoices, and surveys.

Managing files

Files are listed by date. Use these options to manage them:

Filter: Tap the filter icon to view files by type — photos, videos, PDFs, or audio.
Search: Tap the search icon and enter the file name.
Select multiple files: Tap and hold a file to enter selection mode, then tap others to add them. You can then Share the files using your device's options, or Delete them.
Preview: Tap a file to preview it, where your device supports that file type. You can also share or delete it from the preview.
Annotate: Open an image and tap Edit to draw on it, add shapes, or measure distances. See How to annotate a photo in the mobile app for the full steps.

Important: Deleting a file permanently removes it from the record and can't be undone.

Add a file

➡️ Tap + > Choose a file type from list

Take a photo

Take one or more photos.
- The number you've taken shows on the thumbnail at the bottom.
Tap Next
Give each file a clear, recognizable name.
Tap Save

Record a video

Record one or more videos.
- The number you've taken shows on the thumbnail.
Tap Next.
Give each file a clear, recognizable name.
Tap Save.

Record a walk-through video

Record the property and yourself in one video. The back camera films what you are showing, and the front camera shows you in a small circle in the bottom-left corner, so you can talk through the work as you go. There is no need to record two clips or hand the phone to someone else.

Tap Walk-through video.
Allow camera and microphone access if you are asked.
Tap the record button and walk through the property, talking as you go.
- Tap pause to stop recording for a moment, then tap again to carry on. The paused time is left out of the video.
Tap stop when you are finished.
Tap Next.
To rename the video, tap it, enter a name and tap Save.
Tap Save.
- The video saves to the Attached files list.

Walk-through videos record in portrait, so hold your phone upright. The circle stays in the bottom-left corner and cannot be moved.

If you tap back after recording, you are asked to confirm: Take me back discards your recording, and Cancel keeps it so you can carry on.

Important: Each video can be up to 30 MB, which is about 30 seconds of recording. A video over 30 MB is not saved, so record a longer walk-through in parts, saving each one before you start the next.

Platform-specific notes:

Android: Needs Android 11 or later, on a phone that can record with the front and back cameras at the same time. Camera and microphone access are both needed. You can turn the flash on and zoom in (1x, 2x or 3x), before or during recording.
iOS: Needs an iPhone XS, XR or newer. You can record more than one clip before tapping Next: tap record again, and the number of clips shows on the thumbnail. Each clip saves as its own video. If the microphone is off, a banner says audio won't be recorded and the video saves without sound.

If your phone does not support recording with both cameras, you see a message saying so when you tap Walk-through video.

Scan a document

Scan a document with the camera and save it as a PDF on the record.

Line up the document in the camera.
1. The app detects the edges automatically — adjust the boundary if needed.
Tap the camera button to capture it.
Give the file a clear, recognizable name.
Tap Save.

Record Audio

Record your audio.
Tap Stop when you're done.
Give the file a clear, recognizable name.
Tap Save.

Note: First time recording audio? You may be asked to allow microphone access before you can record.

Choose from the gallery

Upload a file already saved on your device.

Platform-specific notes:

Android: Upload images, videos, audio, PDFs, Word, or Excel files.
iOS: Upload images or videos from your photo gallery only.

Import from iCloud

iOS only: Import images, videos, audio, PDF, Word, and Excel files from your iCloud Drive.

Syncing your files

Files you add in the app are saved to your device first, then upload to the office once you have a stable connection. You can attach files on site even with no signal — they upload automatically when you're back online.

A file that hasn't uploaded yet shows a Waiting to sync status in the list. Once it uploads, the status clears and the file appears as normal.

If a file hasn't uploaded after a while, open the record and pull down to refresh. If it still won't upload, contact support.

Important: Your files are stored on the device until they've synced. Uninstalling the app before a file has uploaded can lose it, so only uninstall if a Commusoft staff member advises it.

Troubleshooting photo uploads

If photos won't upload, or stay stuck loading after you select several at once, try these steps in order.

Update the app. Close all open apps, including Commusoft, then update Commusoft from the App Store or Google Play. Don't uninstall and reinstall the app to fix this. See Checking your app version and keeping it up to date.
Attach photos one at a time. Add each photo separately, rather than selecting several from the gallery in one go.
Contact support if photos still won't upload. A screen recording of what happens on the phone helps the team look into it quickly.

Common questions

Which file types can I attach?

You can attach a range of file types, including photos, videos, audio, PDFs, and documents. See our supported file types article for the full list.

How do I draw on or measure an image?

Open the image and tap Edit to draw on it, add shapes, or measure distances. See How to annotate a photo in the mobile app for the full steps.

Do I need an internet connection to attach files?

No, you don't need an internet connection to attach files. Files are saved to your device and upload to the office automatically once you're back online.

What is the difference between Walk-through video and Video Walkthrough with AI?

Walk-through video and Video Walkthrough with AI are two different features in the mobile app:

Walk-through video is in Attached files. It records the front and back cameras together and saves the recording as a video on the record. It does not use AI.
Video Walkthrough with AI is in Defects, when you add a property defect. AI:den analyses the video you record and fills in the defect's description, impact and work to be done for you.

Why can't I record a walk-through video on my phone?

You cannot record a walk-through video if your phone cannot use both cameras at once. On Android, you need Android 11 or later, and the phone itself must support recording with both cameras at the same time. On iOS, you need an iPhone XS, XR or newer. Phones that do not support it show a message when you tap Walk-through video.

On Android, you also need to allow camera and microphone access for Commusoft in your phone's settings.

Why didn't my walk-through video save?

A walk-through video does not save if it is over 30 MB, which is about 30 seconds of recording. You will see a message asking you to make sure the file does not exceed 30 MB. Record the walk-through again in shorter parts, saving each one before you start the next.

Why does my walk-through video have no sound?

On iOS, a walk-through video has no sound if Commusoft does not have access to your microphone. Turn on microphone access for Commusoft in your phone's settings, then record again.

How can the office share photos with engineers on the mobile app?

The office can share photos with engineers by uploading them to the job's attached files in Commusoft on the web. Engineers can then view them on that job in the mobile app. This works well for photos a customer has sent in, for example over WhatsApp.

Read the Managing job files article for how to upload and manage files on the job.

How to add photos and files to a job in the mobile app