Troubleshooting document uploads
What to do when an upload fails or processing gets stuck.
Updated
"Unsupported file type"
Re-export to PDF (or DOCX) using whatever app produced the original. Print-to-PDF in your browser works fine for simple documents.
"File too large"
You're over the per-file size limit. Either split the document into smaller files or upgrade to Enterprise for higher limits.
"Processing failed"
Usually means the source PDF is malformed (encrypted, corrupted, or built with a non-standard tool). Open it in Acrobat or Preview, re-save as PDF, and try again.
"This document is encrypted or password-protected"
We can't process protected files. Remove the password in the source app and re-upload.
Processing is stuck for a long time
Documents over 100 pages can take 5–10 minutes. If it's been longer than 20, contact support with the document name and we'll investigate.
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