Error messages explained
The messages ZeraBooks Convert shows, grouped by area, with what each means and what to do. Search this page for the words you see on screen.
Signing in and switching products
| Message | What it means | What to do |
|---|---|---|
| "Sign in to use Convert." | You're signed out, or your session ended. | Sign in again. |
| "Convert is not available on this account yet." | This account can't open Convert. | Contact ZeraBooks. |
| "Something went wrong. Please try again." | Convert hit an unexpected problem. | Try again. If it repeats, reload the page. |
| "Your workspace could not be loaded. Please try again." / "Your workspace could not be prepared. Please try again." / "Your workspace was not found. Reload the page and try again." | Convert couldn't open your documents area. | Reload the page. |
| "Could not open the General Ledger. Convert is unchanged. Please try again." | Switch to General Ledger didn't work. | Click Switch to General Ledger again. |
| "Home could not be loaded." | Home didn't load. | Click Try again. |
Uploading and reading documents
| Message | What it means | What to do |
|---|---|---|
| "Only PDF files can be converted." / "Upload a PDF statement." | The file isn't a PDF. | Save or download the document as a PDF and upload it again. |
| "{name} is over 50 MB." / "Files can be up to 50 MB." | The file is larger than 50 MB. | Upload a shorter period, or split the PDF into smaller files. |
| "This document could not be read. Try again, or upload a clearer copy." | Convert couldn't read the document. | Upload the file again, or a clearer copy. |
| "Reading was interrupted. Upload the file again to finish it." | Reading stopped part way. | Upload the same PDF again. |
| "This PDF has n pages. Convert reads up to 500 pages per file — split it into parts and upload each one." | The PDF is longer than 500 pages. | Split the PDF and upload each part. |
| "That file is not a readable PDF." | The file is damaged or isn't a real PDF. | Download the document again from its source and upload it again. |
| "The upload could not be started. Please try again." / "The document could not be started. Please try again." | The upload didn't begin. | Upload the file again. |
| "The uploaded file could not be found. Upload it again." | The upload didn't finish. | Upload the file again. |
| "This document has no file yet." | The document was registered but its file never arrived. | Upload the file again. |
| "The transactions could not be saved. Please try again." | Reading worked but saving failed. | Upload the file again. |
| "Your documents could not be loaded. Please try again." | The document list didn't load. | Reload the page. |
Failed pages never count toward your plan. See Upload documents and When a document can't be read.
Statements and other documents
| Message | What it means | What to do |
|---|---|---|
| "This statement could not be loaded." / "This {document} could not be loaded." / "The transactions could not be loaded. Please try again." | The document didn't open. | Reload the page, or choose the document again. |
| "Enter the amount, with a minus sign for money out (e.g. -42.10)." | The amount isn't a number Convert understands. | Type it like -42.10, $1,234.56 or (1,234.56). |
| "Enter the date as a full date." | The date is incomplete. | Enter the full date, with day, month and year. |
| "Enter a valid amount." | The amount isn't a number. | Type the amount as a number. |
| "A new transaction needs an account and an amount." | A missing transaction was added without an amount. | Fill in the amount and save again. |
| "The change could not be saved." / "The change could not be saved. Please try again." | Your edit wasn't saved. | Click Save again. |
| "The transaction could not be added. Please try again." | Adding the missing transaction failed. | Try Add a missing transaction again. |
| "That transaction could not be removed. Please try again." | Removing the row failed. | Try Remove this transaction again. |
| "That transaction was not found." / "That document was not found." | It was removed since the page loaded. | Reload the page. |
| "Enter the check amount in figures, e.g. 1,284.60." | A check's amount isn't a number. | Type the amount in figures. See Checks. |
See Fix a statement.
Downloads
| Message | What it means | What to do |
|---|---|---|
| "Choose at least one document." | No documents are ticked. | Tick one or more documents. |
| "Choose CSV or Excel." / "Choose how to split the file." / "Choose a kind of document." | A download option is missing. | Choose it in the download options. |
| "Export one kind of document at a time (for example, statements or checks)." | You mixed document types. | Download each kind from its own page. |
| "Some documents are still being read. Try again in a moment." | A chosen document isn't finished. | Wait until it shows a status other than Reading. |
| "Some of those documents were not found." | A chosen document is no longer listed. | Reload the page and tick the documents again. |
| "There is nothing to export in those documents." | The chosen documents have no rows. | Choose other documents. |
| "The file could not be made. Please try again." | Building the file failed. | Click the download button again. |
See Download your data.
Plan and billing
| Message | What it means | What to do |
|---|---|---|
| "You've used your {N} pages for this month. Move to {plan} to keep converting." (or "this year") | Your plan's pages are used, so new uploads wait. Documents already converting finish. | Click Get more pages and convert it (or Get more pages) and move up in the dialog. Waiting files then convert automatically. Or wait until the pages reset. |
| "You've used the 1,000 pages in your free trial. Start your plan now to keep converting." | Your trial's pages are used. | Click Get more pages and convert it (or Get more pages), then Start now. This ends the trial, charges your plan today and opens its full pages. Or wait: when the trial ends, your plan starts and its pages open on their own. |
| "…Talk to us about higher volume." | You're on the top plan, ZeraBooks 5,000. | Click Talk to us at the bottom of Billing. |
| "Your plan has no pages left this month." | Your plan's pages are used. | Click Get more pages and move up a plan. |
| "Your last payment didn't go through. Update your card in Manage billing to keep converting." | Your payment failed. | Click Manage billing and update your card. |
| "Your subscription has ended. Restart it to convert more documents; everything you converted is still here." | Your subscription was canceled. | Click Restart your subscription. |
| "Start your 7-day free trial to convert documents." / "Start your 7-day free trial first." | You have no subscription yet. | Click Start your 7-day free trial. |
| "You've used your contract's pages for this period. Your ZeraBooks contact can raise it." | An Enterprise contract's pages are used. | Contact your ZeraBooks representative. |
| "Your plan is managed by ZeraBooks. Your contact can change it." | Enterprise plans aren't changed in the app. | Contact your ZeraBooks representative. |
| "Your plan can't be changed here." / "Update your billing first." | This plan can't be changed in Billing, or a payment is due. | If a payment is due, update your card in Manage billing. Otherwise click Talk to us. |
| "Choose a plan." | No plan was chosen. | Click a plan card. |
| "Billing couldn't be reached just now, so nothing changed. Please try again in a minute." | The billing service didn't respond. | Wait a minute and try again. |
| "The change couldn't be charged, so nothing changed. Check your card in Manage billing and try again." | The charge for moving up failed. | Update your card in Manage billing, then try again. |
| "The plan couldn't be charged, so nothing changed. Check your card in Manage billing and try again." | The charge for starting your plan during the free trial failed. You stay on the trial. | Update your card in Manage billing, then try again. |
| "Your plan has already started." | You chose to start your plan, but the trial had already ended. | Nothing to do. Reload Billing to see your plan. |
| "Your plan could not be loaded." / "That plan could not be priced." / "The change didn't go through." | Billing couldn't load your plan or price the change. | Reload Billing and try again. |
| "Billing couldn't be opened. Please try again." | Stripe's billing portal didn't open. | Click Manage billing again. |
See Plans and pages and Change your plan.
Frequently Asked Questions
What if a column I want isn't on the document?
That isn't an error. ZeraBooks never guesses a value: a value the document doesn't show is an empty cell in the file. See Blank cells and missing values.
I see a message that isn't on this page. What should I do?
Try the action again, then reload the page. If it still appears, contact ZeraBooks with the exact words.
Why does my upload say "Only PDF files can be converted."?
Convert accepts PDFs only. Save or download the document as a PDF and upload it again.
Do failed documents use my pages?
No. Failed pages never count toward your plan. See Plans and pages.
Learn more about Bank statement converter: Statements to checked Excel or CSV, split by account and cardholder.
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