A document will not upload or process
Check file type and size first, then re-upload; if it is still stuck, contact us with the deal reference.
Work through these in order.
Confirm the file type is supported: PDF, DOCX, XLSX, CSV, or plain text.
If it is a scanned PDF, character recognition may be struggling. A native text PDF, if you have one, will work far better.
Very large files process in segments, so a long CIM legitimately takes longer than a short teaser. Give it a few minutes before assuming it is stuck.
If a document is password protected or has copy restrictions applied, it will fail. Remove the protection and re-upload.
Still stuck after all that? Contact us with the deal reference and the file name. Do not send the document itself by email — it is confidential and email is the wrong channel for it.
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