When a job fails
A failed job comes with a specific message, and different messages call for different fixes. Each one is listed below with what to do.
First, though: a failure does not cost you credits. Credits are held rather than deducted while a job runs, and the hold is released automatically on failure or cancellation — nothing to claim.
What each message means
- Processing timed out: the document may be very large or the service busy. Retry later, or split the file into parts.
- Service currently busy: retry later; failures of this kind are not charged.
- Could not parse the document: the file may be empty, corrupt or in an unsupported format. Check it and upload again.
- Character recognition failed: retry later or switch translation mode. When the original is poor, run document extraction first to see what is legible.
- Source file expired or missing: upload it again and retranslate.
- Retention period lapsed: while the file is still within your tier's retention period, upgrading restores the download; once that period has passed the file has been cleared and the job must be run again.
- Insufficient credits: the job was cancelled and nothing was charged. Top up and resubmit.
When some pages come back blank
Where recognition failed on some pages, those pages appear in the translation as placeholders, and they are excluded from the charge. This usually means the original was blurry, skewed or largely handwritten.
When it happens, running document extraction first shows how much of the original is legible before you spend on a translation.
If it keeps failing
When the same file fails repeatedly, open a ticket in the app with that job attached — you do not have to describe which file it was, and progress and replies stay on one page.
Without an account, email support@geyi.net with the time of the job and the file type.
Frequently asked questions
Are credits refunded after a failure?
Credits are held rather than deducted while a job runs, and the hold is released automatically on failure or cancellation. There is nothing to claim.
What does 'source file expired' mean?
The uploaded original has passed its retention period and been cleared. Upload the same file again to retranslate.
How long are files kept?
Retention depends on your plan — 7 days on Free, 30 on Research and 60 on Professional; see the entitlement comparison on the pricing page. Once that period ends the file is cleared and cannot be recovered.
What should I change after a timeout?
Split a large file by chapter or section and submit the parts separately; that completes more reliably than retrying the whole thing.
Why are some pages placeholders?
Recognition failed on those pages. They are excluded from the charge; when the original is poor, document extraction shows the recognition quality first.
How do I send a job to support?
Select that job when opening a ticket in the app and its details travel with the ticket.
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Geyi is a proprietary AI document platform owned and operated by Nayuta Technology and Culture Company Limited.