General - Troubleshooting

Quick checks for the messages people see most often, starting with uploads and out-of-date pages.

Uploads and file limits

Each file type has a limit, so check yours before trying again:

• Profile video: MP4, WebM or MOV, up to 200 MB.
• Profile photo: JPEG, PNG or WebP, up to 10 MB.
• Resume: PDF, DOC or DOCX, up to 10 MB.
• Employer and provider resource files: PDF, XLSX, XLS, DOC or DOCX, up to 25 MB.

If a resume upload fails, you may see "Choose a PDF, DOC, or DOCX file first.", "Upload failed — please try again.", "file exceeds the 10 MB upload limit" or "upload limit reached — try again tomorrow". The last one means the daily upload allowance has been reached, so try again the next day.

Messages about your profile

Trying to apply or enquire before your basics are filled in returns "complete your basic profile information before applying" or "complete your basic profile information before enquiring". Add your first name, last name, city, state, postcode, bio and photo, then continue.

Maintenance and update messages

The app sometimes shows "RooKi is under maintenance — please wait a few minutes and try again", or a "RooKi will be down briefly for an update" banner, or "Update available — reload the page to get the latest version". Reloading the page clears all three.

If a page looks out of date

If the screen you are on seems stale, reload the page. Reloading also picks up the latest version after an update. Some counts, such as matched candidates, refresh in the background, so they can briefly show an out-of-date number before catching up.

Other errors you may see

Submitting an application you have already sent returns "application already submitted". If an assessment will not save, you may see "Couldn't save your assessment" — reload and submit again, as progress saves automatically as you go.

Still stuck?

If none of these help, or the same problem keeps happening, open the chat bubble. Tell us the screen you were on, the exact message, and whether you are on a phone or a computer.

Updated on: 11/09/2026