FAQ & troubleshooting
Start with the exact message or status you see. These checks cover the most common first-week questions.
Uploads and processing
Why was my upload rejected? SmartDMS accepts PDF, JPG / JPEG, PNG, TIFF, DOCX, and XLSX files up to 50 MB. Empty files and files that do not match a supported format are rejected.
What do the processing statuses mean? pending is queued, processing is running OCR and AI, ready is complete, and error means processing failed while the stored file was kept. The list refreshes every 3 seconds while a document is pending or processing.
Why did a batch say the queue was unavailable?When the batch queue returns its unavailable response, the browser automatically falls back to uploading the valid files one at a time and continues after individual failures. Other batch errors do not trigger that fallback.
Email intake
Available on Business and upWhy did an emailed document not arrive? First confirm that the current address from Settings was used. Rotating the address invalidates the old address immediately. A plan below Business is rejected with the email-intake tier message.
Other intake gates deliberately accept and drop the message without notifying the sender: an unknown or rotated address, duplicate Message-ID, spam flag, an email with neither attachments nor usable body text, or the organization's daily rate limit.
Fields and search
Why can't I save a field? Wired inline editors validate the value against the document schema and show invalid values below the field. Classifications without a wired typed editor show a raw, read-only field view. Saving a correction records the value and its history; it does not rerun OCR, classification, or extraction.
Available on Solo and upWhy did search stop for the day? Ask and natural-language search require an active paid plan and share a daily allowance. The limit message states that it resets at midnight UTC.
Access and billing
- Team management depends on the Manage Users permission, not only the person's role label.
- Billing actions in the current app are reserved for the organization owner.
- Uploads stay disabled before checkout, stop at the 250-page trial cap, and pause when a subscription is past due.