Troubleshooting & FAQ
Find quick solutions to common issues and frequently asked questions about using Sortpay.
Search for Solutions
Try searching for: "upload failed", "CSV export", "processing stuck", "billing issue"
Frequently Asked Questions
My file won't upload
Check that your file is under 10MB and in a supported format (PDF, PNG, JPG). Clear your browser cache and try again.
Upload gets stuck at 50%
This usually indicates a network issue. Check your internet connection, refresh the page, and try uploading again.
Getting "unsupported format" error
Only PDF, PNG, JPG, and JPEG files are supported. Convert other formats to PDF or use image formats for photos.
Processing takes too long
Normal processing takes 10-30 seconds. If it takes longer, the file may be complex or large. Wait up to 5 minutes before contacting support.
Processing failed error
This happens with corrupted files, very poor quality images, or unreadable text. Try uploading a higher quality version.
Extracted data is incorrect
Our AI achieves 99.9% accuracy, but errors can occur with unusual layouts. You can edit the data directly in the interface.
CSV file won't open in Excel
Open Excel first, then use File → Open to select your CSV. Choose "Delimited" with "Comma" as separator if prompted.
Download doesn't start
Check if your browser is blocking downloads. Disable popup blockers temporarily and try again.
Missing data in export
Ensure invoices have "Completed" status. Some fields may be empty if not detected in the original invoice.
Reached monthly invoice limit
Free plan includes 10 invoices/month. Upgrade to Pro for 100 invoices or wait until next billing cycle.
Payment method declined
Check with your bank or try a different card. Ensure your billing address matches the card details.
Can't access Pro features
Verify your subscription is active in billing settings. It may take a few minutes for upgrades to activate.
System Status & Diagnostics
Connection Test
Test your connection to Sortpay servers
Browser Check
Verify browser compatibility and settings
Common Error Messages
"File too large"
Maximum file size is 10MB. Large files can slow down processing and may cause timeouts.
Solutions:
- • Compress PDF using online tools (SmallPDF, ILovePDF)
- • Reduce image quality/resolution before uploading
- • Split multi-page documents into separate files
- • Convert images to PDF format (often smaller)
"Processing timeout"
The AI took too long to process your invoice. This can happen with very complex or poor-quality documents.
Solutions:
- • Try uploading a higher quality scan
- • Ensure the document is right-side up
- • Upload during off-peak hours
- • Split complex multi-page documents
"Authentication failed"
Your session has expired or there's an issue with your login credentials.
Solutions:
- • Sign out and sign back in
- • Clear browser cookies and cache
- • Try opening in an incognito window
- • Reset your password if needed
"Monthly limit reached"
You've processed all invoices included in your current plan for this billing period.
Solutions:
- • Upgrade to Pro plan for 100 invoices/month
- • Wait until next billing cycle resets
- • Contact sales for custom enterprise limits
- • Delete old processed invoices to free up space
Browser Compatibility
✓ Supported Browsers
- Chrome 90+ (recommended)
- Firefox 88+
- Safari 14+
- Edge 90+
✗ Known Issues
- Internet Explorer (not supported)
- Old Chrome versions (<90)
- Browsers with strict ad blockers
Tip: For best performance, use the latest version of Chrome or Firefox with JavaScript enabled.
Performance Optimization
- • Use a stable, fast internet connection
- • Close other browser tabs to free up memory
- • Upload during off-peak hours (early morning)
- • Compress large files before uploading
- • Use PDF format instead of high-res images
- • Scan documents at 300 DPI or higher
- • Ensure good lighting and contrast
- • Keep text straight and readable
- • Avoid shadows and glare on photos
- • Use original PDFs when available
Still Need Help?
Can't find the answer you're looking for? Our support team is here to help you resolve any issues with Sortpay.
Response time: We typically respond within 24 hours • Pro users: Priority support with faster response times