Troubleshooting guide for frequent problems across processing, extraction, import, export, and account access.
Processing
File still processing
- Check: Status is pending or running.
- Fix: Wait for completion. Large documents with many pages take longer.
File stuck in review
- Check: Status is review.
- Fix: Another user may have the file open. Check who holds the edit lock.
File stuck in pending_review
- Check: No reviewer assigned.
- Fix: Open the file and complete review, or check workflow review settings.
Processing failed
- Check: Status is failed.
- Fix: Verify file format, workflow is Active, and model matches document type. Re-upload if needed.
Extraction
Missing fields
- Check: Wrong workflow or model.
- Fix: Confirm the file was processed by the correct workflow. Check enabled fields on the Extraction tab.
Low confidence
- Check: Document quality or model tier.
- Fix: Try Deep tier for Instinct or Mastery. Improve scan quality. Use Conditional review to catch low-confidence files.
Wrong values
- Check: Misread layout or handwriting.
- Fix: Correct fields in the file detail view. Consider switching to Mastery for consistent layouts.
No fields at all
- Check: OCR-only workflow or failed extraction.
- Fix: Check if the workflow uses OCR (text only, no structured fields). Review processing status for errors.
Import
Cannot upload from dashboard
- Check: Import method.
- Fix: Workflow must use Web import. Check allowed file types on the Import tab.
Email import not working
- Check: Allowed senders.
- Fix: Verify the sender address is in the allowed list. Confirm attachments are supported types.
API upload rejected
- Check: Token and plan.
- Fix: Verify token is valid and not regenerated. Confirm workflow uses API import and plan is Growth or Scale.
Google Drive sync stopped
- Check: Connection and folder.
- Fix: Check Last sync on Files. Reconnect Google account and verify folder path on the Import tab.
FTP sync failed
- Check: Credentials and path.
- Fix: Run Test on the Import tab. Verify host, port, username, password, and folder path.
Zapier or n8n upload rejected
- Check: Integration on the workflow.
- Fix: The workflow's import method must be Zapier or n8n with that same integration selected. If the key was regenerated or the integration removed, reconnect with the new key.
Coming soon import methods
- Check: OneDrive, Dropbox, Box.
- Fix: These methods are not yet available. Use Web, Email, API, Google Drive, FTP, Zapier, or n8n instead.
Export
Cannot download
- Check: File status.
- Fix: Download requires processed, approved, or exported status.
Cannot export Excel or PDF
- Check: Plan features.
- Fix: Starter includes JSON and CSV only. Upgrade to Growth or Scale for Excel and PDF.
API download returns not ready
- Check: Processing incomplete.
- Fix: Poll status endpoint until file reaches processed, approved, or exported.
Webhook not received
- Check: Export destination and URL.
- Fix: Confirm destination is API Export and webhook URL is correct. Check your endpoint logs.
Export to Google Drive or FTP failed
- Check: Connection.
- Fix: Test connection on the Export tab. Verify folder path and credentials.
Zap or n8n workflow not triggered
- Check: Export destination and automation status.
- Fix: The workflow's export destination must be Zapier or n8n with that integration selected. On Integrations, open the integration and check its automations - Resume one that was paused after failed deliveries.
Coming soon export methods
- Check: QuickBooks, OneDrive, Dropbox, Box.
- Fix: These destinations are not yet available. Use Web, API, Google Drive, FTP, Zapier, or n8n export.
Account and access
Cannot create workflow
- Check: Plan workflow limit.
- Fix: Check Subscription for your workflow count. Delete unused workflows or upgrade.
Cannot invite user
- Check: Seat limit.
- Fix: Check included seats on Subscription. Upgrade or remove inactive users.
File upload rejected
- Check: Plan storage limit.
- Fix: Check storage usage on the Dashboard. Delete files or upgrade for more storage.
Retention period saved lower than requested
- Check: Plan retention cap.
- Fix: Your plan caps the maximum retention period (Settings > Data & Storage). Upgrade for a longer maximum.
Cannot sign in
- Check: Credentials and 2FA.
- Fix: Verify email and password. Check for two-step verification requirement.
Cannot sign in after signing up
- Check: Email not verified.
- Fix: New accounts must verify their email before signing in. Check the inbox (and spam folder) for the verification email and click the link, then sign in again.
Invite link failed
- Check: Link expired.
- Fix: Use the most recent invite email. Ask an Admin to resend the invitation.
Token limit reached
- Check: Monthly usage.
- Fix: Check Subscription quotas. Wait for reset, purchase a token pack, or upgrade.
Missing API or cloud features
- Check: Plan tier.
- Fix: API, webhooks, and cloud integrations require Growth or Scale.
Quick diagnostics
Where to look first for each symptom:
- Wrong data extracted - workflow model and enabled fields
- File not appearing - workflow import method and active status
- Export not delivered - export destination, trigger, and file status
- Sync not running - last sync indicator and import credentials
- Permission denied - user role and plan feature access
When to contact support
Use the Support page to send us a message if:
- A file remains in failed status after retrying with a valid document
- Scheduled sync shows repeated failures after credential verification
- Billing or subscription changes do not apply after checkout
- An invite or sign-in issue persists after following the steps above
Pick a category, add a short title, and describe what you expected vs what happened - your name, email, and account are attached automatically. The same page also has answers to common questions. Scale plan accounts get Direct Contact support: requests sent from the Support page are flagged as priority and routed straight to our team.