Fixing upload problems

File is rejected

• Format — questionnaires must be .xlsx, .xls, or .csv; knowledge-base documents must be .pdf, .docx, .doc, .txt, or .csv.
• Size — the limit is 25MB. For bigger workbooks, delete unused tabs and images and re-save.
• Corruption — if the file won't open in Excel either, re-export it from the source.

Questions missing or garbled

Almost always the spreadsheet, not the platform:

• Merged cells — unmerge everything in the question area; one question per cell.
• Wrong column mapped — re-check the mapping preview; decorative header rows above the real header can shift column detection.
• Multiple sheets — questions on tabs you didn't select won't be imported. Re-import with all relevant sheets selected.
• Special characters look wrong (CSV) — re-save the CSV with UTF-8 encoding.

PDF documents not producing citations

The text must be selectable. Scanned PDFs are images — run them through OCR (or upload the source Word document) first. Try selecting text in your PDF viewer: if you can't, neither can we.

Still stuck

Contact support with the file name and what you expected vs. what happened — attachments welcome. Upload issues are usually diagnosed within one message.