Question 1

Is my financial data actually safe?

Accepted Answer

Yes. CSVs are parsed entirely in your browser using JavaScript — the file never leaves your computer or touches our servers. PDFs are processed in memory on our backend for OCR/extraction and are destroyed the instant processing finishes; we never write uploaded files to disk, and we never send your data to a third-party LLM for training. The one exception: if you report a problem while signed in, you can choose to attach the file it's about — off by default, behind its own explicit checkbox, and never automatic. See our Privacy Policy for what that involves.

Question 2

Do you store my bank account or routing numbers?

Accepted Answer

No. We never extract or store account numbers, routing numbers, or balances — only the transaction fields you export (date, description, amount, type). Our database holds account and billing info (email, credit balance, plan), never statement contents.

Question 3

Is my client's financial data secure?

Accepted Answer

Yes. CSV and Excel files are parsed entirely in your browser and never reach our servers; PDFs are processed in memory on our backend and destroyed the instant extraction finishes — never written to disk. We run no ad networks, no data brokers, and no third-party ad trackers like Google AdSense. Error monitoring and page analytics are scrubbed of document contents.

Question 4

How is my account itself protected?

Accepted Answer

Passwords are handled by Supabase Auth, not by us — your password goes from your browser to them directly, and our own servers never see or store it. We require at least 9 characters with upper and lower case, a digit and a symbol, and we check every new password against HaveIBeenPwned's database of passwords exposed in real breaches — if yours appears there, we ask you to pick another. That check never sends us or anyone else your password: your browser hashes it and sends only the first five characters of that hash, which matches hundreds of thousands of different passwords, then compares the answer locally. If the breach database happens to be unreachable we let the password through rather than lock you out of your own account, so treat it as a strong safety net rather than a guarantee. We deliberately do not enforce password expiry or block re-using an older password of your own: NIST's current guidance (SP 800-63B) advises against both, because in practice they push people toward predictable variations rather than better passwords. If you forget yours, you reset it through a single-use emailed link.

Question 5

What happens if my statement PDF contains more than one account?

Accepted Answer

We extract the first statement in the file and tell you how many pages we skipped. Some banks pack two statements into one PDF — Monzo, for example, puts your Personal Account statement and a Pot statement in the same download. Those two describe the same transfers from both sides, so including both would put every transfer between them into your books twice. If you need the second account as well, upload the pages for it separately.

Question 6

What file types can I upload?

Accepted Answer

CSV, Excel (.xlsx/.xls), OFX/QFX, and PDF bank/credit card statements. CSV, Excel, and OFX/QFX are all parsed locally in your browser; PDFs are processed on our backend and use credits.

Question 7

Do you support OFX/QFX files (Quicken/Money exports)?

Accepted Answer

Yes. OFX and QFX files parse locally in your browser, the same zero-retention guarantee as CSV and Excel. One thing worth knowing: the reconciliation badge on an OFX file usually reads "Verify against the statement" — not because anything is wrong, but because the OFX format itself only ever states a closing balance, never an opening one, so there's no independent pair of numbers to check your transactions against. This is a property of the format, not something we could compute for you.

Question 8

Can I upload more than one statement at a time?

Accepted Answer

Yes — drop as many CSV, Excel, PDF, or OFX/QFX files as you need at once and they're combined into a single table, with a Source column showing which file each row came from. This is included at every tier, including free, not held back as a Pro or paid-only feature.

Question 9

What if I upload two statements that overlap?

Accepted Answer

We tell you. When you drop more than one file, we compare the transactions across them and flag any that appear in more than one — same date, same description, same amount, same direction — because that usually means the statements cover an overlapping period and the export would count those transactions twice. Click the count to see just those rows and untick whichever copy you don't want. A recurring charge on different dates isn't flagged, and neither is a transfer between two of your own accounts. This is worth knowing because each statement can still agree perfectly with its own printed totals while the combined export double-counts a month, so no per-file check would catch it.

Question 10

Why does the period above my transactions not match my statement's dates?

Accepted Answer

Check which of the two headings you're looking at. "Statement period" is quoted from your document's own header — the dates the bank printed on it. "Transactions span" is the first and last dates among the rows we extracted, and it's what we show when the document doesn't state a period (most don't) or when you've dropped more than one file. Where the document states a period and your transactions stop earlier, we say so underneath — for example "the remaining 7 days have none". That's common on a transaction-history search: you pick a date range, and the last few days of it simply had no activity. If you think a transaction really is missing, check the reconciliation badge on the file — that's the one that compares our rows against the totals your bank printed.

Question 11

What do the figures above the table tell me?

Accepted Answer

They describe exactly what you're about to export, not just what's on screen — so filtering, sorting or paging never changes them, and unticking a row does. Alongside the debit, credit and net totals you get the period your selection covers and how many days that is (a quick way to spot a missing page or a short statement), any transactions repeated across files, how much of your spending and of your income no categorization rule matched, and a breakdown of both sides by category. The uncategorized share is clickable — it filters the table to exactly those rows so you can categorize them or add a rule before exporting.

Question 12

Are there any file size or row limits?

Accepted Answer

Yes. PDFs can be up to 20 MB and 50 pages, and processing times out after 15 minutes — if a scanned PDF is very large, splitting it into smaller files is faster and more reliable. CSV and Excel files can hold up to 50,000 rows. Above any of these you'll get a clear message rather than a failure, and you can upload several smaller files together — they're combined into one table. Results are shown 25/50/100/500 rows per page (your choice) to keep the table responsive, but every selected row is included when you export, regardless of page.

Question 13

My scan says it's waiting for another one to finish. What happens now?

Accepted Answer

Nothing is wrong with your file, and nothing is needed from you. Scanned documents are read by turning every page into an image, which takes a lot of memory, so we start one only when there's room to finish it properly rather than risking a half-read result. Yours waits in line and starts on its own, and we show an estimate of how long. Very occasionally — if the wait would run past the upload's own time limit — we'll stop and ask you to try again shortly instead of leaving you waiting for something that can't finish. Either way you aren't charged: credits are only taken once your transactions are ready. If it keeps happening, splitting a long scan into smaller files will get through sooner.

Question 14

How do credits work?

Accepted Answer

CSV and Excel parsing is free on every plan, since it happens locally in your browser — you only need credits for PDFs, which use 1 credit per page. New accounts start with 50 free PDF credits, and you can top up with a one-time Credit Pack or a Pro subscription.

Question 15

Why is my scanned PDF taking so long when my other ones are instant?

Accepted Answer

Because they're two different jobs. Most bank statements carry a text layer — the words are really in the file — and we read that in a fraction of a second a page. A scan has no text layer, just a picture of a page, so every page has to be turned into an image and read character by character. That takes roughly eight seconds a page on our hardware, so a thirty-page scan is about four minutes of genuine work rather than something being stuck.

We'll tell you which one you've got within a second or two of uploading, along with how long it should take and whether anything is ahead of it in the queue. While it runs you'll see the page it's on and the time left, so you can tell it's moving.

One scanned document is read at a time, deliberately — running two at once on the same machine makes both slower rather than faster, so queueing is what keeps them predictable. Text PDFs don't queue behind scans at all; they go straight through.

If you can choose, a PDF downloaded from your bank's website will always be faster and more accurate than a scan or a photo of a printed statement — and it costs the same either way, one credit per page.

Question 16

How accurate is the extracted data?

Accepted Answer

PDF extraction uses each page's real text layer where available, with OCR as a fallback for scanned statements.

CSV columns are auto-mapped to Date/Description/Amount from common header names — or, when a file's headers say nothing useful (some bank exports really do label their columns "Column 1" to "Column 7"), from the data itself.

Both are best-effort: bank statement formats vary too much to guarantee perfect extraction, which is why every upload lands in an editable table where you can adjust the column mapping and deselect or delete any row before exporting.

We also check our own work: after extraction, we compare the rows we found against the totals your statement prints about itself, and show you the result as a badge next to the file rather than asking you to just trust the table.

Question 17

What happens if my bank changes its statement format?

Accepted Answer

Usually nothing — extraction isn't built per bank. It reads the shape of the transaction table itself, so a layout we've never seen normally just works.

When it doesn't, you find out. Every extraction is checked against the arithmetic your statement prints about itself — opening and closing balances, column totals, and the running balance next to each row where there is one. So an unfamiliar format doesn't quietly hand you wrong numbers: you get a badge saying we couldn't verify the result, and where there's a running balance we can tell you which row stopped adding up.

Our published benchmark is 40 real bank statements, of which 32 reconcile completely — 80%. We publish the other 8 too, because a format we get wrong and flag is a different thing from one we get wrong silently.

Because extraction is deterministic rather than AI-based, the same statement always produces the same result. That means a format that defeats it can be reproduced exactly, fixed, and added to the test suite so it stays fixed. Send us the file at admin@getzeroparse.com and it becomes a regression test. An AI extractor can't offer that: it can't tell you why it was wrong, or promise the same answer twice.

Question 18

Does ZeroParse use Artificial Intelligence?

Accepted Answer

No. Extraction is deterministic and rule-based — the statement's own text layer or OCR output, positional/spatial geometry to recover the transaction table, and pattern-matching parsers, cross-checked with mathematical reconciliation against the totals your statement prints about itself. There are no AI or LLM models anywhere in the pipeline, so there's no AI hallucination risk and nothing about your documents is ever used to train a model.

Question 19

How do I edit or delete a categorization rule I added?

Accepted Answer

In your account, under Categorization rules. You'll see every rule you've added, with a filter for finding one when the list gets long, a pencil icon to change either half of it, and a bin icon to remove it. Editing keeps the rule in place rather than making you delete and retype it. To add a rule, do it from above the transaction table while you're reviewing a statement — that's where you can see the row that needs it, and a rule saved there applies to every statement you convert afterwards. Rules are private to your account, are checked before the built-in defaults, and always win on a match. Deleting one doesn't change any statement you've already exported; it only affects what gets categorized from then on.

Question 20

Does ZeroParse categorize my transactions?

Accepted Answer

Yes, automatically and for free, using the same rule-based approach as extraction — no AI. Every row gets matched against a built-in set of common categories (Bank Transfer, Groceries, Transport, Meals & Entertainment, Bank Fees, Income, and more), tuned against real, anonymized transaction patterns rather than guessed. You can also add your own rules ("if the description contains X, categorize it as Y") — those are private to your account, checked before the built-in defaults, and always win on a match. You add one from above the table, where you spotted the row that needs it, and review, edit or delete them all under Categorization rules in your account. Any row's category can also be corrected individually, the same click-to-edit as the Date, Description, or Amount columns. Once you've uploaded a file, a Revenue & Expense summary breaks selected rows down by category, and Category is included in the CSV export.

Question 21

How does ZeroParse handle debit vs. credit on a credit card statement?

Accepted Answer

We normalize every statement to the same convention QuickBooks and Xero expect: money you spent (a purchase) exports as negative, money you received back (a payment or refund) exports as positive — whether the file is a bank account or a credit card statement. Card issuers often print it the opposite way on the page itself (a purchase shown as a plain positive number, since it increases what you owe); we detect a credit card statement automatically and flip it, so what you export is ready to import rather than something you'd need to invert by hand.

Question 22

What's the difference between the Credit Pack and a Pro plan?

Accepted Answer

The Credit Pack is a one-time $15 purchase for 300 PDF credits that never expire — good for occasional use. Pro (monthly or annual) is a subscription that refreshes your credit balance regularly and unlocks custom column-mapping templates and .QBO export. They aren't either/or: if you're on Pro and run out mid-month, you can buy a pack too — at the member rate of 400 credits for the same $15, from your account page. Buying a pack never changes or cancels your Pro plan.

Question 23

Can I export to QuickBooks?

Accepted Answer

Clean CSV export is available on every plan, including Free. .QBO export (QuickBooks' Web Connect format) is a Pro feature.

Question 24

Can I export to Xero?

Accepted Answer

Yes — the "Export for Xero" button produces an OFX file Xero imports directly with no column mapping, verified with a real import into a Xero organisation. It's a Pro feature, alongside .QBO.

Question 25

How do I cancel or change my plan?

Accepted Answer

Account → Plan & billing, where each one has its own button: Change plan, Cancel subscription, Update payment method and View invoices. Each takes you straight to that part of Stripe's billing portal rather than to a general billing page you then have to find your way around. If you run into trouble, email admin@getzeroparse.com.

Question 26

When do my credits arrive each month?

Accepted Answer

On the same day of the month, every month, whichever plan you are on — the day you subscribed. Join on the 18th and you are credited on the 18th. On a monthly plan the credits arrive with your payment. On an annual plan you pay once a year and are credited every month on that same date, so a year's subscription gives you twelve top-ups spread evenly rather than one large one. Your Account overview shows the exact next date. Credit packs are different: those are one-off purchases, added straight away, and they never renew or expire.

Question 27

If I switch between Pro Monthly and Pro Annual mid-cycle, what happens to my credits?

Accepted Answer

Nothing is lost and nothing doubles up — whatever credit balance you already have simply carries over to the new plan, unchanged. Stripe handles the billing side (charging or crediting the price difference for the switch) separately from your credits. Your next regular renewal then grants credits at the new plan's cadence as usual.

Question 28

Can I get a refund?

Accepted Answer

Yes. If a subscription isn't working out, email admin@getzeroparse.com within 14 days of a charge and we'll refund it in full — note that simply cancelling stops future charges but doesn't by itself refund the current period, so let us know if you want that too. For Credit Packs we'll refund the unused portion.

When a refund is issued, the corresponding credits are removed from your balance automatically — if you've already spent them, your balance simply goes to zero rather than negative.

Refunds appear on your original payment method within 5–10 business days, depending on your bank. We may decline refunds on accounts showing clear abuse, like repeated purchase-and-refund cycles.

Question 29

I was charged credits but never got my result. Do I get them back?

Accepted Answer

Yes, automatically — you don't have to ask. Credits come off once your PDF has been read and its transactions are ready, and that charge is confirmed only when the result actually reaches your browser. If the confirmation never arrives — the connection drops, the server restarts, something fails on the last step — the charge is refunded in full. The check runs every five minutes, so the credits are normally back within ten.

You'll see it in Account → Usage & credits as its own row reading "Refunded — a conversion didn't finish", sitting next to the charge it cancels out, so the two always balance.

It deliberately errs in your favour: if the result did reach you and only our record of that failed, you keep both the result and the credits. We would rather occasionally not charge for work we did than ever charge you for work you never received. The same thinking is why a PDF we find no transactions in costs nothing, and why closing the tab while a conversion is running doesn't cost you anything either.

Question 30

Do you have promo codes?

Accepted Answer

Sometimes. If you have a promo code, enter it at checkout — there's a promotion code field on the Stripe payment page, and the discount applies before you pay.

Question 31

I signed up — where's my confirmation email?

Accepted Answer

We send a confirmation link to the address you signed up with. Opening it finishes creating your account and signs you in, so there's nothing else to do on the sign-up page. If it hasn't arrived, check your spam folder, then use Resend email on the page you signed up on — it becomes available 60 seconds after each send. If that address already has an account, no new link is sent: sign in, or reset your password if you've forgotten it.

Question 32

How do I get help?

Accepted Answer

Email admin@getzeroparse.com and a real person will get back to you.

Question 33

Can I delete my account or download my data?

Accepted Answer

Yes — both are self-serve from the Account page. "Download my data" gives you a JSON file of everything we hold (which, by design, is minimal — see our Privacy Policy). "Delete account" permanently removes your profile, credit balance, and processing history immediately; this can't be undone.

Question 34

What does the badge on each file mean — "Matches statement totals", "Doesn't match statement", or "Verify against the statement"?

Accepted Answer

After extraction, we check whether the rows we found add up to what your statement says about itself — its opening and closing balance, its own column totals, or the running balance printed beside each row. "Matches statement totals" means they do, to the cent.

The running balance is the most useful of the three when a file has one, because it is checked at every row rather than once at the end, so it can tell you which row something goes wrong at — and it catches a case the totals cannot: a file that is missing transactions whose amounts happen to cancel out.

"Doesn't match statement" means they don't, and we show you exactly which figures disagree. "Verify against the statement" means your statement didn't print anything we could check against — no balances, no totals, no running balance — so we're telling you to eyeball it yourself rather than pretending it's fine. It's a common enough outcome that we publish the actual rate across our own test corpus on the benchmark page rather than asking you to take a number on trust.

None of this is the same as an accountant reconciling your account against an independent record; it only checks that what we extracted is internally consistent with what your own statement says.

Edit an amount or delete a row afterward and we re-run the same check automatically, so the badge always reflects what you're about to export — and because that recheck runs entirely in your browser, fixing a flagged row never sends anything back to our servers or creates a new copy of your data there.

Question 35

How does ZeroParse prevent dropped rows?

Accepted Answer

Every extraction is checked against what your statement says about itself — its opening and closing balance, its own column totals, or the running balance printed beside each row. When they match, we say so; when they don't, we show exactly which figures disagree and, where we can, which row it starts at; and when a statement prints nothing to check against, we say that too rather than staying quiet.

Question 36

What's the difference between the checkbox and the trash icon on each row?

Accepted Answer

The checkbox excludes a row from this particular export without claiming anything is wrong with it — handy when a real transaction just doesn't belong in this file. The trash icon deletes a row because it was never a transaction at all — usually a balance line or stray text our extraction misread as one. Both are reversible: unchecking a box brings the row straight back, and deleting shows an Undo button plus a "restore all" link that stays available even after that prompt disappears.

Question 37

Why did some rows from my CSV or Excel file not show up in the table?

Accepted Answer

A row is skipped when we can't confidently read a date, description, or amount from it — usually because it isn't actually a transaction (an account summary line, a totals row, a blank line) rather than a real one we missed. Whenever rows are skipped, a "N rows skipped" button appears next to that file so you can see the exact line and the reason for every one, and confirm nothing real was left out.

Question 38

Can I choose which columns show, and does that change what I export?

Accepted Answer

Yes — the Columns button above the table shows or hides Date, Description, Amount, Type, and Source. The CSV export matches whatever's visible. The .QBO export doesn't: QuickBooks requires every field on every transaction to import at all, so it always includes the full record regardless of which columns you've hidden on screen.

Question 39

How do I narrow the table to one category, account or file?

Accepted Answer

Each of those three columns has a dropdown in the row under its heading, listing only the values actually present in your upload — pick one and the table shows just those rows. Date, Description and Amount stay as typed boxes, since their values aren't a fixed list. Filtering only changes what you see: the totals, the figures beside them and the export still describe every row you've ticked, so narrowing the table is safe to do while you work. Untick a row if you want it out of the export.

Question 40

I uploaded two files with the same name. How do I tell their rows apart?

Accepted Answer

Every file in the table gets its own colour, shown as a dot in the Source column and listed above the table. When two files happen to share a name — which is common, since banks tend to name every download the same thing — we add the period each one covers, so you'll see “statement.pdf (Jan 2026)” and “statement.pdf (Feb 2026)” rather than the same name twice. If the two cover the same period, or their dates can't be read, they're numbered instead.

The Source dropdown lists them separately too, so you can narrow the table to one of them and export just that statement. Your exported file keeps the original filename exactly as you uploaded it — the period is only there to help you tell them apart on screen.

Question 41

Why does my new password need a number now?

Accepted Answer

We tightened the password rules so they're applied everywhere a password is set, not just at sign-up. The rules are now: at least 9 characters, with an uppercase letter, a lowercase letter, a number, and a special character. The form shows each one and ticks it off as you type.

Your existing password still works — the rules apply when you set a new one, so there's nothing you need to do and no forced reset. If your current password doesn't have a number in it, you'll only be asked for one the next time you change it.

Question 42

A row came out as money in when it was money out. Can I correct it?

Accepted Answer

Yes — click the debit or credit badge in the Type column and pick the right one from the dropdown. The row is marked as edited, with an undo arrow beside it if you change your mind.

If you have the Type filter set while you do this, the corrected row will drop out of the view — it has not been deleted, it just no longer matches what you are filtering on. We will say so and offer to clear the filter.

Correcting a row updates everything that depends on it: the totals, the revenue and expenses breakdown, and — where your statement printed enough figures for us to check it — the reconciliation badge. So if one wrong direction was the reason a file didn't add up, fixing that row is enough to make it balance, and you'll see the badge change.

The corrected direction is what gets exported, in CSV and in the QuickBooks and Xero formats. If you find a statement where we get directions wrong often, tell us — that's a bug in our rules and we'd rather fix the rule than have you correct rows by hand.

Question 43

What happens to my extracted data if I close the tab or refresh the page?

Accepted Answer

It's gone — closing the tab, refreshing the page, or navigating away clears any extracted or edited rows that haven't been exported yet. This is the same privacy design described above: we don't keep a copy of your PDF or its extracted rows on our servers once processing finishes, so there's no server-side draft or account history to restore it from. Export to CSV, .QBO, or Xero (or copy what you need) before you close the tab — if you navigate away first, the only way back is to re-upload and re-extract the file.

Question 44

My statement covers several cards or accounts in one PDF. What happens to them?

Accepted Answer

All of them are extracted — nothing is dropped, and the rows come out in the order the statement prints them. Where the statement gives each account its own opening and closing balance, we also work out which account every transaction belongs to and show it in an Account column you can sort, filter and export. We only fill that column when the statement's own arithmetic proves the split: each account's transactions have to add up to exactly the movement that account prints for itself. If two different splits would both add up — which happens when one card had no activity that period — we leave the column blank rather than guess, because a wrong account name is worse than none.

For a .QBO or Xero export, filter the grid to one account first and export that. Those formats describe a single account per file, so exporting three registers into one would be wrong on import.

Question 45

How accurate is ZeroParse, really — and can I see the evidence?

Accepted Answer

We publish it, which as far as we know no other converter in this category does. The Benchmark page (linked in the footer) shows how the extractor performs against every real bank statement we test against: how many reconciled against the statement's own printed balances, how many printed nothing we could check, and the ones we got wrong — including a scanned statement whose arithmetic still doesn't agree with ours.

It also says plainly where the sample is weak: these are the founder's own statements plus family and friends' — weighted towards Singapore and India, with UK, US, Australian and Bruneian banks alongside them, and mostly personal accounts rather than business ones. It is not a random sample and we don't claim it is. The files themselves are never published — they belong to real people.

The fastest check is still your own statement: drop one in and the same reconciliation runs on it before you export anything.

Question 46

What's the difference between Pro and Firm?

Accepted Answer

Allowance, and nothing else. Pro is $19/month for 600 PDF credits; Firm is $49/month for 2000, which works out cheaper per page, plus priority email support. Every feature is identical — .QBO and Xero export, saved column-mapping templates, batch upload, and unlimited CSV, Excel and OFX/QFX parsing are on both. Firm is for practices running enough client books that Pro's allowance runs out; if you're not sure, start on Pro, since credits from a top-up pack never expire and you can switch plans at any time.

Question 47

What can I do from my account page?

Accepted Answer

It's split into five sections. Overview shows anything needing attention — a failed payment, a plan you've cancelled, credits running low — plus a summary of your plan and this month's usage.

Plan & billing is where you change plan, cancel, buy a credit pack, get invoices for your own books, and update your card. Usage & credits shows how many credits you've used this month, an estimate of how long your balance will last, how many statements you've processed, and your full credit history.

Security is where you change your password. Your data is where you download everything we hold or delete your account. Each section has its own link, so you can bookmark the one you use.

Question 48

How do I move between Pro and Firm, or between monthly and annual?

Accepted Answer

Account → Plan & billing → Change plan. That takes you straight to the plan picker in the billing portal. Changes take effect immediately and are prorated: you're credited for the unused part of the period you've already paid for, and charged the new rate for the time remaining, so you never pay twice for the same days.

If you move up a plan, we also top your current month up to the new allowance straight away — switch from Pro to Firm and the difference is added the moment the change goes through, rather than waiting for your next top-up.

Moving down works the other way round and is deliberately gentler: nothing is taken back, you keep every credit you already have, and the smaller allowance simply applies from your next top-up onwards.

Don't try to switch by buying the other plan from the pricing page — that would start a second subscription alongside your first, which is why we block it and send you here instead.

Question 49

What happens if I cancel — do I lose my credits?

Accepted Answer

No. You keep every credit you have, and credits never expire, so you can carry on converting statements after the plan ends. Cancelling is Account → Plan & billing → Cancel subscription. Your plan then keeps running until the end of the period you've already paid for — nothing stops the day you cancel — and your account stays open on the Free plan afterwards rather than being closed. Nothing is deleted either, because nothing was stored: we never keep your statements, so there's no data for a cancellation to remove. If you do want everything gone, that's Account → Your data → Delete account, which is separate and permanent.

Question 50

Do unused credits roll over each month, or do I lose them?

Accepted Answer

They roll over. Your monthly allowance is added to whatever balance you already have rather than replacing it, so a quiet month leaves you with more to spend in a busy one, and nothing is lost at a refresh. Credits from a one-off pack work the same way and never expire either. That's also why going over your monthly allowance in a heavy month isn't a problem if you've built up a balance — the older credits get spent first.

Question 51

How does the 'your credits will last until…' estimate work?

Accepted Answer

It divides what you've spent so far this calendar month by the days elapsed, then measures your current balance against that daily rate. It's an estimate from your recent activity, not a guarantee — a quiet fortnight followed by a busy one will beat it. We deliberately don't show an estimate in the first few days of a month, because a single large statement on the 2nd would extrapolate to a wildly wrong figure; you'll see your actual spend instead, and the projection appears once there's enough to go on. Only PDF conversions count, since CSV, Excel and OFX are parsed in your browser and cost nothing.

Question 52

Where do I get invoices or receipts?

Accepted Answer

Account → Plan & billing → View invoices. That opens the billing portal, where every payment you've made is listed with a downloadable invoice — useful if you're expensing this or putting it through your own books. The same place is where you update the card we charge.

Question 53

Why doesn't my account page show my next renewal date?

Accepted Answer

Because we only learn it from Stripe when your subscription next changes or renews. If you subscribed before we started showing renewal dates, your account page shows your plan and price but no date until that next event — which can be up to a billing cycle away. Nothing is wrong with your subscription, and Manage billing always shows the live date straight from Stripe in the meantime. Once it arrives, it appears automatically.

Question 54

What timezone are the times in my credit history?

Accepted Answer

UTC, and every row says so. We show one fixed timezone rather than guessing yours because this product is used from Singapore to the UK to the US, and a bare time that silently means something different per reader is worse than one that states its own reference — particularly when you are reconciling a credit charge against a card statement.

Question 55

My uploads are failing and my account says it's suspended. What now?

Accepted Answer

A suspension blocks new conversions but touches nothing else — your credit balance and account are intact, and you'll see the reason on your account Overview. It's rare and usually follows automated-abuse signals. Reply to any email from us or use the feedback form in the app and we'll look at it.

Help & FAQs

Privacy & security

Files & extraction

Credits & billing

Exports

Account

Where your files actually go

Where your data actually goes