Dispute evidence file requirements

Last updated: December 11, 2024

Schemes impose their own file limits for evidence you submit to challenge a dispute. If you submit evidence that does not comply with the scheme's requirements, they may reject it.

Scheme	File requirements
Amex	You can submit a maximum of 5 files per dispute case. Individual file size for documents and images must not exceed 5 MB. Total file size for all submitted files must not exceed 25 MB. Files must be in PDF, JPG, TIFF, DOC, or DOCX format. Files can contain a maximum of 20 pages. Images must not exceed 300 DPI resolution.
Amex opt blue	You can submit a maximum of 5 files per dispute case. Total file size for all submitted files must not exceed 1 MB. Files can contain a maximum of 20 pages. Files must not contain blank pages. Files must be in black and white.
DCI	Files must be in JPG, TIFF, or ASCII format, as supported by Xchange System.
Diners + Discover	Total file size for all submitted files must not exceed 3 MB.
JCB	Total file size for all submitted files must not exceed 15 MB. Files must be in PDF format.
Mastercard	Total file size for all submitted files must not exceed 14.5 MB. Files can contain a maximum of 19 pages. If your file contains more than 19 pages, Mastercard bills you an additional 1 EUR for every page beyond the limit. Raster (pixel-based) files must not exceed 300 PPI resolution. Raster (pixel-based) files must not exceed 30,000,000 pixels.
Pinless (STAR, ACCEL, PULSE, NYCE)	Total file size for all submitted files must not exceed 10 MB.
Visa	Total file size for all files must not exceed 10 MB. Files must be in PDF format.