Troubleshooting
My PDF failed to process
Steps to take when an invoice upload fails or gets stuck in processing.
If your invoice shows a Failed status in the queue, the processing pipeline could not extract data from it.
Common causes
| Cause | What to do |
|---|---|
| File is password-protected | Remove the password in your PDF viewer, then re-upload |
| File is corrupted | Re-export or re-save the PDF from its source application |
| File is an image disguised as a PDF | Re-scan at 150 DPI or higher, or use a proper PDF export |
| File size over 20 MB | Split the file or compress it before uploading |
Steps to retry
- Go to Queue and find the failed job.
- Note the error message shown under the file name.
- Fix the underlying issue (see table above).
- Click Re-upload or upload the fixed file fresh via the Upload page.
If none of the above applies
Download the original file and open it on your computer. If it opens correctly in a PDF viewer, send it to us and we'll investigate.