Common Issues & Solutions

Troubleshoot common problems with OCR processing, file uploads, and account issues.

Symptoms:

• Text not recognized correctly
• Missing words or characters
• Garbled output text

Solutions:

Symptoms:

• Files stuck in "Processing" status
• Very long processing times
• No progress updates

Solutions:

Check File Size:

- Recommended: 2-5MB per file
- Maximum: 10MB per file
- Too large: >10MB (compress first)
 

Optimize Processing:

• Smaller batches - Process 5-10 files at once
• Off-peak hours - Process during less busy times
• Refresh browser - Clear cache and reload page
• Check internet - Ensure stable connection

If Still Stuck:

1. Cancel current processing
2. Try processing one file at a time
3. Contact support with file details
4. Consider upgrading for priority processing

Symptoms:

• "File format not supported" error
• Upload rejected immediately

Supported Formats:

- Images: JPG, JPEG, PNG, TIFF, BMP, WEBP
- Documents: PDF (all types)
- Not supported: DOCX, TXT, RTF, HTML
 

Solutions:

• Convert to PDF - Use print-to-PDF feature
• Save as image - Screenshot or export as PNG/JPG
• Use online converters - Convert DOCX to PDF
• Scan physical documents - Create image files

Common Error Messages:

"File too large":

Issue: File exceeds 10MB limit
Solutions:
├── Compress image (reduce quality/size)
├── Split large PDFs into smaller parts
├── Use image compression tools
└── Scan at lower DPI (but maintain readability)
 

"Network error":

Issue: Connection problems
Solutions:
├── Check internet connection
├── Try different browser
├── Disable VPN temporarily
├── Clear browser cache
└── Try uploading one file at a time
 

"Upload timeout":

Issue: Slow connection or large files
Solutions:
├── Use faster internet connection
├── Upload during off-peak hours
├── Reduce file sizes
└── Try uploading fewer files at once
 

Browser Issues:

• Update browser - Use latest version
• Enable JavaScript - Required for drag & drop
• Clear cache - Remove stored data
• Try different browser - Chrome, Firefox, Safari

Alternative Upload Methods:

• Click "Browse" - Use file picker instead
• Mobile app - Try uploading from mobile
• Email support - Send files directly for processing

Symptoms:

• "Not enough credits" error
• Processing blocked
• Can't start new jobs

Check Credit Balance:

Sidebar Display:
Credits: 0 remaining
Free • Resets Feb 1
 

Solutions:

Free Plan:

• Wait for reset - Credits refresh monthly
• Upgrade plan - Get more credits immediately
• Process fewer pages - Reduce batch sizes
• Prioritize important documents - Process most critical first

Paid Plan:

• Check billing - Ensure payment processed
• Contact support - If credits not updated
• Upgrade tier - If consistently running out

Card Declined:

Common Causes:
├── Insufficient funds
├── Expired card
├── Incorrect billing address
├── International card restrictions
└── Bank security blocks
 

Solutions:

1. Update payment method - Add new card
2. Contact bank - Verify no blocks on account
3. Try different card - Use alternative payment
4. Check billing address - Must match card exactly
5. Contact support - For persistent issues

Billing Disputes:

• Review usage history - Check processing records
• Verify page counts - Multi-page PDFs count per page
• Contact billing support - Email with transaction details
• Request invoice - Get detailed breakdown

Can't Sign In:

OAuth Issues:

Google/GitHub/Dropbox login failing:
├── Clear browser cookies
├── Try incognito/private mode
├── Check OAuth provider status
├── Use different browser
└── Contact support if persistent
 

Account Locked:

• Too many attempts - Wait 15 minutes before retry
• Suspicious activity - Contact support immediately
• Password issues - Use OAuth login instead

Files Not Showing:

• Check date filters - Expand date range
• Verify project - Ensure correct project selected
• Refresh page - Reload browser
• Check file retention - Files expire after 30 days (free) or plan limit

Processing History Missing:

• Browser cache - Clear and reload
• Account sync - Log out and back in
• Different device - Data syncs across devices
• Contact support - If data permanently missing

Page Won't Load:

Troubleshooting Steps:
1. Check internet connection
2. Try different browser
3. Clear browser cache and cookies
4. Disable browser extensions
5. Try incognito/private mode
6. Check our status page
 

Slow Performance:

• Close other tabs - Free up memory
• Restart browser - Clear temporary issues
• Update browser - Use latest version
• Check system resources - Ensure adequate RAM

App Crashes:

• Update app - Install latest version
• Restart device - Clear memory issues
• Free storage space - Ensure adequate space
• Reinstall app - Fresh installation

Camera Upload Problems:

• Check permissions - Allow camera access
• Good lighting - Ensure adequate light
• Steady hands - Avoid blurry photos
• Try multiple shots - Pick best quality

Email Support:

• General: support@flex-ocr.com
• Billing: contact@flex-ocr.com
• Technical: support@flex-ocr.com

Include in Your Message:

Essential Information:
├── Account email address
├── Description of the problem
├── Steps you've already tried
├── Browser and version
├── File names/types (if relevant)
├── Error messages (exact text)
└── Screenshots (if helpful)
 

Business Hours:

• Monday-Friday: 9 AM - 6 PM PST
• Response time: Usually under 5 minutes
• Available in: Dashboard (bottom right chat icon)

After Hours:

• Email support - Response within 24 hours
• Community forum - User-to-user help
• Knowledge base - Self-service articles

Documentation:

• User guides - Step-by-step instructions
• Video tutorials - Visual walkthroughs
• API documentation - Developer resources
• Best practices - Optimization tips

Community:

• User forum - Ask questions, share tips
• Feature requests - Suggest improvements
• Bug reports - Report issues
• Success stories - Learn from others

Browser Compatibility:

- Chrome 90+ (Recommended)
- Firefox 88+
- Safari 14+
- Edge 90+
- Internet Explorer (Not supported)
 

Connection Test:

• Speed test - Minimum 1 Mbps upload
• Firewall check - Ensure ports not blocked
• VPN impact - Try without VPN if issues
• Corporate network - Check with IT department

Processing Speed:

Expected Times:
├── Single image: 30-60 seconds
├── PDF (5 pages): 2-3 minutes
├── Batch (10 files): 5-10 minutes
└── Large batch (50 files): 20-30 minutes
 

Quality Metrics:

• Confidence scores - Aim for 85%+ average
• Error rates - Less than 5% processing failures
• Accuracy - 95%+ text recognition for good quality docs

Still having issues? Contact our support team - we're here to help!