← Troubleshooting
My document won't process
Start here when anything goes wrong with a document. Work through the checks in order — most problems are fixed by step 2.
- Can you log in? If the login page won't let you in, fix that first — nothing else will work until you're logged in. I can't log in
- Do you have documents left? Every plan includes a set number of documents per month. If you've used them all, uploads will stop. I've used all my documents
- Will the file upload? Check the format (JPG, PNG, HEIC, or PDF for most tools), keep it under about 25 MB, and make sure the file isn't corrupted. My file won't upload
- Is the extracted text wrong? If the file processes but the text comes out garbled or fields are missing, the scan quality is usually the cause. The extracted text is wrong
- Did your download go missing? If processing finished but you can't find the file, check your browser's download settings. Where is my download?
- Still stuck? Try a different browser (Chrome or Edge work best) and turn off ad blockers for portal.maddieslab.com — they sometimes block uploads. Then report the problem and tell us which step above failed.
Tip: When you report a problem, tell us which tool you were using and what step of this list you got stuck on. That gets you a fix much faster than "it's broken."
Last updated: October 4, 2026
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Still stuck? If you worked through every step above and it still won't process, report a problem and tell us which step failed.