Troubleshooting
Files that won't open, uploads that stall, fonts, emails that don't arrive.
9 articles · Updated
Opening & uploading
- A PDF won't open: password-protected or damaged filesIf the PDF is password-protected, unlock it with Unlock PDF (you need the password) and upload the unlocked copy. If it's damaged or too complex, re-save it or print it to a new PDF from the app that made it, then upload that copy.
- Upload fails or stalls, and file size and page limitsMost failed uploads are a dropped connection: click Retry in the Uploads tray. If the message says the file is too large or has too many pages, you've hit your plan's limit: 50 MB and 500 pages per document on Free.
Editing
- Fonts look different, or characters show as “?” after editingPDFBetter can't reuse the fonts embedded in a PDF, so edited and added text uses the closest of three standard families (sans, serif, mono). Characters no available font can draw come out as “?”. Pick the closest family and size, or cover and retype the whole line.
- Can't select, search or edit text in a scanned PDFA scan has no real text, only a picture of it, so Edit text and search find nothing. Run OCR PDF to add a searchable text layer, or Edit scanned PDF to recognize the text and then correct it in the editor.
Emails & downloads
- Signing and notification emails aren't arrivingCheck spam, promotions and quarantine first; PDFBetter sends from [email protected]. If a signer didn't get an invitation, open the request under Sent, check Activity, and use New link / fix email to correct the address and send a new link.
- “Create a free account” or “Limit reached” when you downloadGuests need a free account to download edited documents; your work moves into it and the download continues. Free includes 3 edited-document downloads a month. When they run out, Limit reached offers Pro, Business or a Day Pass, or wait for the reset.
- A signing or form link says expired, canceled or not your turnThe message on the page says why. Not your turn yet means others sign first and you'll get an email. Expired, canceled or declined means the request is closed and the sender has to send a new one. We couldn't open this link usually means a newer link replaced it.
Browser & support
- Supported browsers and fixing saving or loading problemsUse a current version of Chrome, Safari, Edge or Firefox with JavaScript on. If the editor shows Offline — will retry, keep the tab open; it saves when you reconnect. Changed elsewhere means another tab edited the document: choose Reload latest or Keep my version.
- Contact support and include the details we needUse the contact form (also under Help → Contact support in the app) or email [email protected]. Include your account email, what you were doing, the exact error message, your browser and the time it happened. A person reads every message and replies within two business days.
Other collections
Still stuck? Ask a person.
Tell us what you were trying to do and what happened instead. We reply within two business days, usually sooner.