# Why a file you received was refused

> For security, WYP.chat checks every file it receives before keeping it. A refused file shows “File rejected by the security check”, its name and the reason.

## The reasons

1. **Apps and programs are blocked**: installable or executable files (.apk, .exe, .dmg, .msi, .jar…). They can contain a virus and are never kept.
2. **Type not accepted**: only images, videos, audio, PDF, text and Office documents get through. On WhatsApp, photos must be JPEG, PNG or WebP.
3. **File too large**: on WhatsApp, 5 MB for an image, 16 MB for a video or audio file, 100 MB for a document.
4. **File altered in transit** or **content does not match its declared type**: ask the customer to send the file again, or in another format (PDF, photo).

**Good to know** A refused file is neither stored nor downloadable, not even by an administrator. The message stays in the thread to keep the history. A file can also show as “Media unavailable” without being refused: expired at the sender, download failed, or channel access expired (then reconnect the channel).

## Related articles

- [Connect your WhatsApp Business number](https://wyp.chat/en/help/connecter-whatsapp) Until Meta approves WYP.chat, our team sets up this connection with you. The steps below describe it.

**Learn more**

- [WhatsApp Business API: what it changes for a small business](https://wyp.chat/en/channels/whatsapp-business-api)
- [WhatsApp Business message pricing by country in 2026](https://wyp.chat/en/guides/whatsapp-message-pricing)
- [WhatsApp Business glossary](https://wyp.chat/en/glossary)

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Source: https://wyp.chat/en/help/fichiers-refuses · Updated on 11 October 2026