When a document can't be read
What to do when a document shows Couldn't read, or reading stopped part way: upload the PDF again, or a clearer copy. Pages that couldn't be read never count.
How it shows
A document that couldn't be read shows Couldn't read in the list on its page. Click it to see the reason, for example:
| Message | What it means |
|---|---|
| "This document could not be read. Try again, or upload a clearer copy." | Convert couldn't read the file. |
| "Reading was interrupted. Upload the file again to finish it." | Reading stopped part way. |
| "That file is not a readable PDF." | The file is damaged or isn't a real PDF. |
| "This PDF has n pages. Convert reads up to 500 pages per file — split it into parts and upload each one." | The PDF is too long to read in one go. |
Documents that couldn't be read also show on the Needs a look card on Home.
Upload it again
Open the page for the document type, for example Bank & Credit Cards.
Click the header's upload button, such as Upload statements, and choose the PDF again. Or drop it anywhere on the page.
The new upload is read from the start and gets its own status and proof.
If the same file fails again, upload a clearer copy: download the statement again from your bank or the sender, or scan the paper again at a higher quality.
Note: Pages that couldn't be read never count toward your plan. Uploading the file again only counts the pages once they're read.
A document that was read but looks wrong
Bank and card statements: fix the rows on the statement itself. See Fix a statement.
Checks: click a check to correct it. See Checks.
Invoices, investment statements and financial statements: these can't be edited. Upload a clearer copy of the PDF.
Frequently Asked Questions
Can I remove a document?
No. You don't need to: lists only show the last 30 days, so older documents drop off on their own.
Does a document that couldn't be read use pages?
No. Failed pages never count toward your plan. See Plans and pages.
Will the failed document stay in my list?
Yes, until it drops off after 30 days. Upload the file again and use the new one.
Why does reading take several tries on its own?
When a statement doesn't add up on the first read, Convert reads it again automatically and keeps the best attempt. You don't need to do anything while it shows Reading.
Learn more about Bank statement converter: Statements to checked Excel or CSV, split by account and cardholder.
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