PageJoyTroubleshooting
If a job does not finish or the result looks wrong, keep your original file. Note the tool, job and exact message shown.
use Contact and Complaints if you need help. Do not send a password, payment card details or a sign-in link.
The file is too big
Check the limit for the tool and platform:
1. Website PDF: Choose up to 30 PDFs, up to 30 MB each and 100 MB in total for PDF jobs.
2. Website Photo: Choose up to 30 photos, up to 30 MB each and 100 MB in total. HEIC, HEIF, JPG, PNG, WebP, AVIF, GIF, TIFF and BMP can be opened.
3. ChatGPT: Check the file types and limits shown for the job in the connection guide.
4. Claude panel: Check the file types and limits shown for the job in the connection guide.
If the file is too big for the job, use Contact and Complaints for help.
If a file opens in a supported compression job, PageJoy PDF and PageJoy Photo can compress it. The result may still exceed a particular limit.
If a file below the stated limit is rejected, tell support its type, size and the exact message. Attach it only if support asks and explains how to send it.
The file type is wrong or unsupported
Check the accepted types above and use the tool for that file. Renaming an extension does not convert the file.
Extra photo output formats depend on browser support: More formats shows the formats available for your photos.
If a supported file still fails, email support with the type, size and message.
Existing PDF text cannot be edited safely
An add text on top option may be offered when existing text cannot be edited safely.
This adds new text. It does not remove, replace or redact the original content. Use it when adding text is suitable for your document.
If information must be removed, use the real redaction job. Check the finished file and that you selected everything you meant to remove.
Do not use a text overlay, highlight or watermark to hide information you need to remove.
The searchable text looks wrong
Check recognised text against the scanned page, especially names, amounts and dates.
If the result is not suitable, keep the original and tell support which text is wrong and what the page shows.
The PDF password does not work
Unlocking requires the known password. Check that you entered the password for that file.
PageJoy PDF does not recover an unknown password or bypass it. If you do not know it, ask the person or organisation that supplied the PDF.
A photo conversion fails or looks different
Check the accepted input type and available output formats. Some output formats depend on browser support.
Compare the result with your original. If it is not suitable, tell support the input type, chosen output format and what changed.
The website is offline
The recovery steps are Reconnect and try again. Keep your original file. The effect of closing or refreshing an unfinished job is Keep your original file so you can open it again if the job is interrupted.
Do not assume an unfinished job is saved or that refreshing will restore it.
A payment failed
Use Billing and follow check the status and retry only when the payment has not completed.
If you cannot tell whether a charge completed, contact support before making another payment attempt. Include the account email, payment date and payment reference if you have one.
Do not send a full card number or card security code.
Sign-in failed
Read Signing in. Check the email address or provider account you used. For email sign-in, check spam or junk and follow check the address and request a new code when needed.
Claude cannot find a file
Choose the file through our own upload button inside the PageJoy panel. We never read files uploaded to the Claude chat.
If you used the panel button and the file is still unavailable, email support with the tool, job and exact message. Read Using PageJoy in Claude.
A ChatGPT job does not finish
Check the exact message and whether the file meets the limits above. Tell support the tool and job if it still does not complete.
Failed jobs do not count as a download. A result returned in chat is one download and counts as a download. Opening, previewing and editing are free. Read Using PageJoy in ChatGPT.
A template total or status looks wrong
Check the currency, items, tax lines, discounts and payment details you entered.
The dashboard status rules are Paid invoices have a recorded receipt. Sent invoices with an unpaid balance are waiting; they are overdue after their due date. For a conversion, receipt or CSV problem, tell support the document type and what happened.
Contact support
Include the platform, tool, job, file type and size if relevant, and the exact message. For a browser issue, include the browser name and version and your device's operating system.
Read Contact support for what to send.