Upload problems

"This file type is not accepted"

Only PDFs, images, common office documents and email exports are accepted. Executables and archives are refused. Export spreadsheets or presentations to PDF if the original format is not accepted.

"Rejected" after upload

The malware scan flagged the file. It was not stored. Do not try to re-upload it; if you believe the rejection is wrong, contact support with the file name and the time, and we will investigate.

Stuck in "scanning" or "extracting text"

Large scanned bundles take longer. Give it a few minutes and refresh. If a file stays in the same state for more than half an hour, contact support with the file name.

Password-protected or encrypted files

They cannot be read. Remove the protection in the application that created the file and upload again.

Text looks wrong or empty

Optical character recognition depends on scan quality. Rescan at a higher resolution, flat and well lit, or upload a text PDF if you have one. Findings that rely on poor scans are marked needs source check so they are not mistaken for reliable text.

Allowance reached

Each plan includes storage and document-processing allowances. Settings → Plan shows usage. Archive concluded cases or move to a larger plan; see Plans and UK prices.

Wrong case

Documents belong to the case they were uploaded to. If a document went into the wrong case, delete it there and upload it to the right one. Deletion is recorded in the audit trail.