An upload hangs or fails
The most common causes when a file does not arrive or gets stuck in processing, and what helps in each case.
Who this is for:
Owners
Editors
2 min readUpdated: 02/09/2026Step by step
- Check format and size: PDF, JPG, PNG, HEIC and XML are accepted; the default limit is 25 MB. If the file is still rejected, your plan's storage is full (2 GB free, 10 GB with the landlord pass).The error message names the reason
- "Processing" means preview and text recognition are still running. Large scans take a moment; the file itself is already stored.Refresh the view
- On "failed": upload the file again. Damaged or password-protected PDFs cannot be processed.Remove password protection first
- If only the preview is missing, the original is still fully stored and downloadable.Preview is convenience, not storage
- If the problem persists: write to support with file type, size and time of the attempt.The activity log helps narrow it down
The result: You can tell whether a file was rejected, is still processing or merely lacks a preview, and know the next step.
Open in the product
What if it does not work?
- HEIC photos show no preview.
- HEIC is converted to JPG on upload. If that fails, export the photo as JPG on your device and upload it again.