Conversion problems
If something goes wrong, you shouldn't pay twice. Here's what to do.
Some pages failed
Failed pages are listed in the workspace and their credits are released. Use Retry failed pages — successful pages are not charged again.
It is taking longer than usual
You can leave the page; the conversion continues. Completed pages are safe until the deletion time. You can cancel, and only completed pages are charged.
The result is unusable
Contact support with the request ID. If extraction was unusable we can return the pages. Please don't upload the same file repeatedly hoping for a different result.
The file was rejected
Rejected files never use pages. Check the reason shown — scanned, password-protected, too large — and see Which PDFs are supported?
Try it with your own statement
Upload a text-based PDF — the first 3 processed pages are free.