A quick decoder for everything the upload dialog can tell you.
Before the upload starts
- Over batch limit — you added more files than one batch allows (25 per upload). Remove some or upload in two rounds; nothing is lost.
- File type / size — PDFs and images up to 50 MB, CSV/Excel up to 10 MB. Larger files: split the PDF or compress the scan.
During and after
- Stuck at a percentage — the secure transfer is still moving; very large scans on slow connections take a while. If it's truly frozen, Cancel the file and retry it.
- Analyzing for a long time — normal for big or scanned documents; OCR is the slow part. You can close the dialog with Close — continue in background and keep working.
- Failed — the file didn't process. Usual suspects: a corrupted or password-protected PDF, or an image too degraded to read. Re-export or re-scan it and upload again.
- Canceled — you (or a closed browser mid-transfer) stopped it; just re-add the file.
- Held — page limit — the document needs more pages than your free first deal has left (it includes 200). It's held, not lost — buying a transaction lifts the cap and it processes. The dialog also warns you when the free deal's remaining pages are low before you commit a batch. Deals on purchased transactions have no page cap.
If a healthy-looking file keeps failing
Click the ? icon → Contact support → Issue, and tell us the deal and the file name. Don't email the document itself — support will tell you if they need it.