All users
Troubleshooting
Fix the most common issues: unreadable PDFs, wrong document type, scanned documents, and blocked actions.
About this documentation
- Official product documentation for DecoDocs (operated by Snap Sign Pty Ltd).
- Written for end users, evaluators, and integration teams.
- For support or to request corrections, use the footer support links or email support@decodocs.com.
- DecoDocs provides informational analysis and is not legal advice.
Before you start
Most problems are resolved by confirming file quality, document type, and plan entitlements before re-running analysis.
- Check Status for incidents
- Retry with a small known-good PDF
- Confirm you are signed in (if prompted)
The PDF opens, but analysis is low quality
This usually means the document type is wrong or the extracted text is incomplete.
- Manually change the document type and re-run analysis
- Try a cleaner export (download the original PDF, not a screenshot or re-scan)
- If the PDF is a scan, use a plan with OCR support or re-export as text-based PDF
The PDF looks like an image (scanned document)
If you cannot select and copy text from the PDF, it is likely scanned and needs OCR for useful analysis.
- If OCR is gated, upgrade to an OCR-capable plan and retry the same file
- If you control the source, re-export from the original editor (Word/Docs) as a text PDF
- Avoid photos of documents when possible (angle/blur reduces OCR quality)
I hit a limit or a feature is blocked
Limits are enforced so the app stays predictable and fair across tiers.
- If you are anonymous, sign in and retry
- If you are on Free, upgrade when your workflow consistently fails on long/scanned documents
- For the latest tier details, use the pricing page
Type detection is wrong
Type detection is a best-effort hint. The manual override is the source of truth for your session.
- Switch to the closest matching type (contract/lease/invoice/job offer/SOP)
- Re-run analysis after switching types to apply the matching checklist
- If two types both look plausible, pick the one that produces the most actionable findings
How to ask for help (fast)
A good support request lets us reproduce the problem without needing your private content.
- Email support@decodocs.com
- Include document type, whether it is scanned, and what plan you are on
- Describe expected vs actual behavior, and paste any visible error message