Fix an upload that failed or got stuck

Now and then a file doesn’t make it all the way through. Nothing from it counts until it’s read, and the file itself is kept safe, so you can try again or set it aside.

What to do depends on where it stopped.

It failed while uploading

The card at the top of the Inbox turns red and says Upload failed, or names the error. This usually means the connection dropped.

1. Check you have signal or Wi-Fi.
2. Tap Retry on the card.

If you no longer want it, tap ✕ to remove it.

It says “Couldn’t read” or “Stuck”

Couldn’t read means Maitaki tried and couldn’t make sense of the file. Stuck means reading stopped with no progress for 3 minutes.

1. In the Inbox, tap the card. It opens as Couldn’t read this or This stopped partway.
2. Leave Try reading it again selected. It usually works the second time.
3. Tap Try again.

The card goes back to Reading….

It isn’t an invoice at all

A cover sheet, a blank page or a photo taken by accident can’t be read as an invoice. Set it aside so it stops asking for you.

1. Open the card.
2. Choose Not a document.
3. Tap Set aside.

It moves to Skipped in the Inbox. If you change your mind, see Restore something you skipped.

A big PDF stopped partway

A PDF holding many invoices can stop while it’s working through the file. Its card says Stuck or Couldn’t split.

1. Open the card.
2. Tap Resume reading this file.

It picks up where it stopped, keeping the invoices it already found.

If some pages of the file couldn’t be read, open the file’s Unread tab:

• Tap the Retry button at the bottom to read those pages again.
• Tap Not an invoice on any page that’s a cover or blank page.

If it still won’t read

Take a new photo of the invoice and upload that.

1. Lay the invoice flat, in good light, with the whole page in view.
2. Make sure the totals and line items are sharp and free of shadows.
3. Upload it with Scan Invoice, then set the old one aside with Not a document.

For a PDF that still won’t read after Try again, email support@maitaki.ai with the file name. Uploading the same PDF again doesn’t help: an exact copy of a file you’ve already uploaded is skipped.

Common questions

Did anything from the failed file get counted?

No. Nothing from a file counts until it’s read and turned into an invoice.

I opened the file and it says "Extracting".

That means Maitaki is reading the invoice. Go back to the Inbox and wait for the card to change. If the card says Stuck, follow the steps above.

Who can retry or set aside a file?

Anyone who can upload: Members, Managers, Admins and Owners. Viewers can look but not change anything.