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 — limit reached — the file wasn't read because your free first transaction hit one of its included limits: either it needs more pages than the 200 you have left, or the transaction has used all the AI processing included with the free transaction. It's held, not lost — buying a transaction lifts the limit and it processes, and you get another transaction to use as well. The note under the file name says which limit it was, and the dialog warns you when the free transaction is running low before you commit a batch. Purchased transactions have no page cap.
- Partly read — limit reached — the transaction ran out of included AI processing part-way through this file, so some pages were read and the rest weren't. The file stays in the transaction with everything that was read, and the document row shows N pages not read — limit reached. Buying a transaction has the rest read.
Pages that couldn't be read
On the Files tab a finished document can carry one of two amber warnings, and they mean different things:
- N pages not read — limit reached — nothing is wrong with those pages; the transaction's included AI processing ran out before reaching them. Buy a transaction and they'll be read for you.
- N pages unread — those pages were attempted but couldn't be read (a very degraded scan, or a page the reader refused). Open the document and read those pages yourself, and check the transaction record for anything missing.
If a healthy-looking file keeps failing
Open the account menu under your avatar → Contact support, choose Issue, and tell us the transaction and the file name. Don't email the document itself — support will tell you if they need it.