Mastercard document requirements

Learn about Mastercard requirements for dispute supporting documents and images.

Document requirements and acceptance criteria

Mastercom supports .jpeg, .tiff, and .pdf files only.
Document names must not exceed 16 characters.
The total size of all documents for one transaction must not exceed 18MB or 18000000 bytes.

Note: Mastercom recommends keeping the total size of all documents for one transaction under 14.5MB or 14500000 bytes to improve performance.
Document names must use only English characters or numbers. They must not contain special characters or spaces within the zip file name (when attaching multiple images for a single transaction) or in file names within the zip.
Documents must not contain extensive graphics or color elements.
Document or image resolution must not exceed 300 X 300 DPI, and the pixel count must be less than 30000000.

Mastercom supports the following image formats: