Troubleshooting
Processing Failures
What to do when document processing fails
Processing Failures
Sometimes document processing can fail. This page explains what causes failures and how to fix them.
How to identify failed documents
- Go to your Document Inbox.
- Use the status filter and select Failed.
- Failed documents will show with Failed status.
Common causes of failures
Low credits
Problem: Not enough credits to process the document.
Solution:
- Add credits via Team Settings → Billing & Usage
- Re-process the document after adding credits
See Credits and Billing for more details.
File format issues
Problem: The file format is not supported or corrupted.
Solution:
- Check that the file is one of the supported types (PDF, images, Office, text)
- Try re-saving or re-exporting the file
- Upload a different version of the file
Processing timeout
Problem: The document took too long to process (rare).
Solution:
- Try re-processing the document
- If it keeps failing, the document might be too complex or corrupted
Upload failure
Problem: The file didn't upload correctly.
Solution:
- Check your internet connection
- Try uploading again
- Check file size and count (max 300MB per upload, up to 500 files per batch)
What to do when a document fails
Check the error message
Open the failed document and look for an error message in the document view or metadata. This tells you what went wrong.
Fix the issue
- Low credits: Add credits and re-process
- File issue: Try a different file or re-save it
- Upload issue: Try uploading again
Re-process the document
After fixing the issue:
- Open the failed document.
- Click More (⋮) → Re-process document.
- The document will be processed again.
Preventing failures
- Check credits: Make sure you have enough credits before uploading
- Use supported formats: Stick to PDF, images, Office, or text files
- Check file quality: Use clear, readable files (not corrupted or password-protected)
- Reasonable file sizes: Very large files (hundreds of pages) may take longer or timeout
Tips
- Re-process first: Often, simply re-processing fixes temporary issues
- Check file format: Make sure files are in supported formats
- Monitor credits: Keep an eye on your credit balance
- Contact support: If a document keeps failing and you can't figure out why, contact support with the document name and error message
Next steps
- Credits and Billing – Understand credits
- Extraction Accuracy Issues – Fix extraction problems
- Editing Extracted Data – Review and edit documents
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