When an Incident with attachments is shared via email, you can choose how the PDF is delivered to recipients, either as a file attachment or as a downloadable link.
Email Attachment Configuration Setting
Settings > Email Configuration > Email Attachment Configuration
What does this setting do?
At the bottom of this page, there is an option that lets you decide how Incident PDFs are sent:
Always send link → Recipients will receive a link to download the PDF. You may choose this if you prefer a more consistent experience and want to avoid large email attachments
Send download link when PDF exceed → The PDF will be attached directly to the email only when it is below 10MB. If the file is larger than 10MB, it will automatically be sent as a download link instead. You may tick this if you prefer recipients to receive the PDF directly in their email (when possible)
💡Good to know
With the consecutive improvements done in early 2026, most PDFs are now smaller in size so they are less likely to exceed the 10MB limit. This means attachments will usually go through without issues. Therefore, we recommend the 2nd option in the above, Send download link when PDF exceeds 10 MB
These improvements include:
The old Incident Register page, which caused attachments to increase in size, has been removed and replaced with the current modern Incident Register
Images added through the Attachment (paperclip) option are no longer embedded directly into the PDF
Newer pages automatically compress images, helping keep file sizes smaller
How to save the file(s) from the download link?
Internal Recipients:
Internal recipients and users included in the Incident Category will receive an email with a download link.
There’s no need to confirm your email address—simply click the link, and the file will download straight away.
External Recipients (e.g. parents, non-1Place users):
Once the incident form with attachment(s) has been submitted, and you are one of the recipients, please follow the step-by-step guide below to download and save the attachment(s):
1. Click the link to verify your email address
The first email you receive will include a button.
Simply click this "Get Link" button, and it will take you to a page where you can confirm your email address.
Once confirmed, you’ll be able to proceed with the next steps.
2. Verify your email address and request the download link
On this page, you’ll be asked to enter your email address.
Once you’ve entered your email and submitted the request, you will receive another email containing the download link for the file.
3. Download the attachment(s)
You will receive an email with a Download button.
Simply click the button, and it will automatically start downloading the PDF file to your device.