← Troubleshooting

My file won't upload

When an upload fails, stalls, or throws an error, the cause is usually the file itself or the connection — not your account. Here's how to pin it down.

Check the file first

Every tool lists the formats it accepts near the upload area — typically JPG, PNG, HEIC, and PDF for document tools, PDF only for PDF tools. A file with the wrong extension (or no extension) will be rejected. Files over roughly 25 MB may fail on slow connections; compress or split them first. Corrupt files — downloads that never finished, email attachments that got mangled — will fail every time; re-download or re-export the original.

Check the connection and browser

1. If the progress bar stalls partway, your connection likely dropped. Wait for it to time out, then retry on a stable connection — Wi-Fi beats a moving car.
2. Disable ad-blockers or privacy extensions for the portal and retry. A few aggressively block file uploads.
3. Try an incognito window to rule out extensions and stale cache in one move.
4. On iPhone, use the Files app or Photos picker the tool provides rather than pasting from elsewhere — HEIC photos from some third-party apps carry odd metadata.

Check your quota

If you're at 0 remaining documents, uploads are blocked before they start, and the tool should tell you so. Top up by upgrading or wait for the monthly reset.

Good to know

• An upload that fails does not consume a document from your quota. Only completed jobs count.
• Password-protected PDFs must be unlocked before upload — we can't process a file we can't open. Remove the password in your PDF reader first.
• Very large scans (100+ page PDFs, 50 MP photos) process slower but should still complete. Give them a few minutes.
• If the same file fails three times in a row, it's the file, not you — send us a report with the filename, size, and where it came from, and we'll investigate.
• Drag-and-drop and the file picker do the same thing. If one misbehaves, try the other.