Troubleshooting conversions
What the common error messages mean and what to try next.
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Unsupported file type: each tool lists the formats it accepts. A file with the right extension but different contents, for example a PDF renamed to .jpg, is rejected after inspection. Open the file in its original application and export it in a supported format.
Too large or too many pages: the Free per-conversion limits are 25 MB in total, 10 files, and 100 PDF pages. Very large images are also limited by pixel dimensions to protect the conversion worker. Reduce the image size or split the job.
Encrypted or password-protected PDF: we cannot process a PDF that requires a password to open, and we will not ask you for the password. Remove the protection in the application that created it, then upload again.
Conversion failed: occasionally a file that meets the limits still cannot be converted, usually because it is damaged or uses an unusual encoding. A failed conversion is not counted against your allowance.
If you contact support, include the support reference shown on the error. It identifies the job without exposing your file contents. We do not need, and will not ask for, the file itself unless you choose to send it.