Documentation
FAQTroubleshooting

Troubleshooting

Solutions to common problems and issues with PDF Ghost. Troubleshoot upload errors, processing failures, billing questions, and account access issues.

Find solutions to common problems you might encounter while using PDF Ghost.

Login & Account Issues

Can't Log In

Problem: Unable to sign in to your account

Solutions:

  1. Verify your credentials

    • Check email address is correct
    • Ensure Caps Lock is off
    • Try password reset if unsure

  2. Check email verification

    • Account must be verified
    • Check spam folder for verification email
    • Request new verification email

  3. Clear browser cache

    • Clear cookies and cache
    • Try incognito/private mode
    • Try different browser

  4. Check account status

    • Account may be suspended
    • Contact support for account issues

Forgot Password

Solution:

  1. Click Forgot Password on login page
  2. Enter your email address
  3. Check email for reset link
  4. Click link and create new password
  5. Try logging in again

If you don't receive the email:

  • Check spam/junk folder
  • Verify email address is correct
  • Wait 5-10 minutes and try again
  • Contact support if still not received

Two-Factor Authentication Issues

Problem: Can't access authenticator app or lost device

Solutions:

  1. Use backup codes

    • Enter a backup code instead of 2FA code
    • Each code works only once

  2. Contact support

    • Provide account verification details
    • Support can temporarily disable 2FA
    • Reset 2FA after regaining access

Account Locked

Problem: Too many failed login attempts

Solution:

  • Wait 15-30 minutes before trying again
  • Use password reset if needed
  • Contact support if urgently needed
  • Ensure you're using correct email

Upload & Job Creation Issues

PDF Upload Fails

Problem: Cannot upload PDF file

Solutions:

  1. Check file size

    • Size limits vary by plan (Free: 1 MB, Starter: 5 MB, Pro: 100 MB, Team: 250 MB, Enterprise: 1000 MB)
    • Compress large PDFs if needed or upgrade your plan
    • Split very large documents

  2. Verify file format

    • Must be valid PDF format
    • Not password-protected
    • Not corrupted
    • Try opening in PDF reader first

  3. Check internet connection

    • Ensure stable connection
    • Try again if connection dropped
    • Use wired connection for large files

  4. Browser issues

    • Try different browser
    • Disable browser extensions
    • Clear cache and cookies
    • Update browser to latest version

"PDF Analysis Failed"

Problem: Error analyzing uploaded PDF

Causes & Solutions:

Corrupted PDF

  • Try opening PDF in Adobe Reader
  • Export/save as new PDF
  • Use PDF repair tool

Password-Protected PDF

  • Remove password protection
  • Re-save without security
  • Use original unprotected version

Unsupported PDF Version

  • Save as standard PDF format
  • Use PDF 1.4 or later
  • Remove advanced features

Complex PDF Structure

  • Simplify document if possible
  • Remove embedded videos/audio
  • Flatten form fields
  • Contact support for help

Recipients Won't Import

Problem: CSV import fails or shows errors

Solutions:

  1. Check CSV format

    • Use proper CSV structure
    • Include header row
    • One recipient per line
    • No special characters

  2. Verify email addresses

    • Must be valid email format
    • No spaces or typos
    • Remove duplicates
    • Test with single recipient first

  3. File encoding

    • Save as UTF-8 encoding
    • Use plain text CSV
    • Avoid Excel-specific formatting

Job Stuck in "Queued"

Problem: Job not progressing to processing

Solutions:

  1. Wait for processing

    • Jobs process in order
    • Check estimated wait time
    • Large jobs ahead may cause delay

  2. Check system status

    • Visit status page
    • Look for maintenance notices
    • Outages may delay processing

  3. Refresh the page

    • Sometimes status doesn't update
    • Use browser refresh
    • Check again in a few minutes

  4. Contact support if

    • Stuck for over 1 hour
    • No system issues reported
    • Other jobs processing normally

Job Failed

Problem: Job shows "Failed" status

Common Causes:

Insufficient Credits

  • Check plan limits
  • Upgrade plan or wait for renewal
  • Purchase additional token packs from Settings → Billing for instant top-up
  • Remove some recipients and retry

PDF Processing Error

  • PDF may be corrupted
  • Complex PDF structure
  • Unsupported features
  • Try with simpler PDF

Invalid Recipients

  • Check all email addresses
  • Remove invalid entries
  • Verify recipient list

System Error

  • Temporary server issue
  • Try creating job again
  • Contact support if persists

Download Issues

Can't Download Artifacts

Problem: Download button not working or file won't download

Solutions:

  1. Check job status

    • Must be "Completed"
    • Wait if still processing
    • Verify artifacts were generated

  2. Browser issues

    • Allow pop-ups for PDF Ghost
    • Check download folder
    • Try different browser
    • Disable download managers

  3. Check retention period

    • Artifacts may have expired
    • Review plan retention limits
    • Create new job if expired

  4. File size issues

    • Large files take time to prepare
    • Wait for download to initiate
    • Don't cancel prematurely

Bulk Download Fails

Problem: "Download All" creates empty or incomplete ZIP

Solutions:

  1. Try individual downloads

    • Download each artifact separately
    • Verify each one works
    • Create your own ZIP locally

  2. Check available artifacts

    • Ensure all artifacts completed
    • Some may have failed generation
    • Only successful artifacts included

  3. Browser/connection issues

    • Use stable connection
    • Try again with different browser
    • Download during off-peak hours

  4. Contact support

    • For recurring issues
    • Provide job ID
    • Describe exact error

Downloaded PDF Won't Open

Problem: Downloaded artifact appears corrupted

Solutions:

  1. Try different PDF reader

    • Adobe Reader (recommended)
    • Preview (Mac)
    • Browser built-in viewer

  2. Re-download the file

    • First download may have failed
    • Clear downloads and retry
    • Verify complete download

  3. Check file size

    • Compare to original
    • Incomplete download is smaller
    • Download again if size wrong

  4. Report to support

    • If consistently failing
    • Provide job ID and recipient
    • We'll investigate and regenerate

Leak Detection Issues

"No Fingerprint Found"

Problem: Leak analysis finds no fingerprint

Possible Reasons:

Not a PDF Ghost Document

  • Document wasn't fingerprinted by your org
  • Came from different source
  • Never processed by PDF Ghost

Fingerprint Removed

  • Document heavily modified
  • Converted to different format
  • Sophisticated removal attempt

Wrong Organization

  • Document from different account
  • Can't detect other org's fingerprints
  • Verify you created original job

Document Modified

  • Completely regenerated
  • Format converted (PDF → Word → PDF)
  • Too heavily edited

Solutions:

  • Verify original job exists in your account
  • Try uploading complete document (not excerpt)
  • Check if document from current organization
  • Contact support for manual analysis

Leak Analysis Failed

Problem: Error during leak check processing

Solutions:

  1. Check PDF validity

    • Ensure PDF opens normally
    • Try different PDF viewer
    • Re-save if possible

  2. File size

    • Size limits vary by plan
    • Compress if needed or upgrade plan
    • Upload complete pages only

  3. Retry the analysis

    • Temporary processing error
    • Try again in a few minutes
    • Use different browser

  4. Contact support

    • Provide error details
    • Include job ID if known
    • We can attempt manual analysis

Ambiguous Results

Problem: Multiple possible matches or low confidence

Causes:

  • Document partially modified
  • Some fingerprints removed
  • Incomplete document uploaded

Solutions:

  • Upload full document if possible
  • Review all potential matches
  • Consider context of where document was found
  • Contact support for detailed analysis

Organization & Team Issues

Can't Invite Team Members

Problem: Invitation fails or button disabled

Solutions:

  1. Check permissions

    • Must be organization owner or admin
    • Member role can't invite others
    • Contact your org admin

  2. Verify member limit

    • Check plan member limit
    • Upgrade plan if at limit
    • Remove inactive members

  3. Email address issues

    • Use valid email format
    • Check for typos
    • Member may already be invited

Member Can't Accept Invitation

Problem: Team member reports invitation issues

Solutions:

  1. Check email

    • Look in spam folder
    • Verify correct email address
    • Resend invitation

  2. Expired invitation

    • Invitations expire after 7 days
    • Send new invitation
    • Have them check immediately

  3. Account conflicts

    • Email may already have account
    • Try logging in first
    • Contact support for help

Can't Access Organization Settings

Problem: Settings menu not available or shows error

Solutions:

  1. Verify role

    • Only admins access org settings
    • Members see limited settings
    • Contact admin for permission change

  2. Check which organization

    • Ensure correct org selected
    • Use organization switcher
    • Verify membership status

  3. Browser issues

    • Try refreshing page
    • Clear cache
    • Use different browser

Billing & Payment Issues

Payment Declined

Problem: Credit card payment fails

Solutions:

  1. Verify card details

    • Check card number
    • Verify expiration date
    • Confirm CVV code
    • Check billing address

  2. Contact your bank

    • May need to authorize payment
    • Check available credit
    • Verify international payments allowed

  3. Try different payment method

    • Use different card
    • Try alternative payment option
    • Contact support for help

Plan Upgrade Not Working

Problem: Can't upgrade to higher plan

Solutions:

  1. Check payment method

    • Must have valid payment on file
    • Update expired cards
    • Add payment method if needed

  2. Clear existing issues

    • Resolve overdue invoices
    • Contact support about account status
    • Clear any payment holds

  3. Try again later

    • Temporary payment processing issue
    • Wait 15-30 minutes
    • Contact support if urgent

Incorrect Billing

Problem: Charged wrong amount or unexpected charge

Solutions:

  1. Review invoice

    • Check invoice details
    • Verify usage charges
    • Look for overage fees
    • Review plan changes

  2. Contact support

    • Provide invoice number
    • Explain discrepancy
    • Request billing review
    • We'll investigate and adjust

Performance Issues

Dashboard Loading Slowly

Solutions:

  • Check internet connection
  • Clear browser cache
  • Disable unnecessary extensions
  • Try during off-peak hours
  • Use modern browser

Jobs List Not Updating

Solutions:

  • Manually refresh page
  • Clear cache and reload
  • Check system status
  • Try different browser

Getting More Help

When to Contact Support

Contact support if:

  • Issue persists after troubleshooting
  • Error messages you don't understand
  • Billing or account problems
  • Data loss or corruption
  • Urgent business need

What Information to Provide

Help us help you faster:

  • Account email address
  • Organization name
  • Job ID (if applicable)
  • Error messages (exact text)
  • Screenshots of issue
  • Browser and device info
  • Steps you've already tried

Emergency Support

For critical issues:

  • Email info[at]pdfghost.com with "URGENT" in subject — use this address only for urgent issues if the site is unavailable
  • Explain business impact
  • Provide contact information
  • Enterprise customers: Priority response per SLA

Next Steps

Common Questions

Frequently asked questions about PDF Ghost. Find answers on how fingerprinting works, billing, supported formats, and how to get the most from PDF Ghost.

On this page

Login & Account IssuesCan't Log InForgot PasswordTwo-Factor Authentication IssuesAccount LockedUpload & Job Creation IssuesPDF Upload Fails"PDF Analysis Failed"Recipients Won't ImportJob Stuck in "Queued"Job FailedDownload IssuesCan't Download ArtifactsBulk Download FailsDownloaded PDF Won't OpenLeak Detection Issues"No Fingerprint Found"Leak Analysis FailedAmbiguous ResultsOrganization & Team IssuesCan't Invite Team MembersMember Can't Accept InvitationCan't Access Organization SettingsBilling & Payment IssuesPayment DeclinedPlan Upgrade Not WorkingIncorrect BillingPerformance IssuesDashboard Loading SlowlyJobs List Not UpdatingGetting More HelpWhen to Contact SupportWhat Information to ProvideEmergency SupportNext Steps