Troubleshooting#
Most problems are fixed by one of the steps below. Each error message in the sidebar includes a short reference code; include it if you email support.
The add-on isn't in the Extensions menu#
- Reload the spreadsheet (the menu is added when the sheet opens).
- Make sure you're signed in with the account that installed the add-on. With several Google accounts signed in, open the sheet in a window where only that account is signed in.
- At work, your admin may need to allow the add-on. Ask them to check Admin console → Apps → Google Workspace Marketplace apps.
"Sign-in check failed. Reopen the add-on."#
Close the sidebar and open it again from Extensions. If it keeps happening, remove and reinstall the add-on: it re-grants the email permission the add-on uses to identify your account.
The file picker is blank or says it isn't configured#
- Allow pop-ups and third-party cookies for
docs.google.com, then try again. - Ad blockers and privacy extensions can block the picker; try an incognito window.
"Can't open this file. Select it again with the file picker."#
The add-on can only open files you pick. Files shared with you as view only by someone outside your company may also be blocked; make a copy in your own Drive and pick the copy.
File errors#
| Message | What to do |
|---|---|
| Files are limited to 20 MB | Compress the PDF or split it. |
| This file has N pages; the limit here is 10 | Invoices are limited to 10 pages. Split long PDFs, or use BankStmt AI for statements. |
| This PDF is password-protected | Open it, remove the password (print to PDF works), and pick the new file. |
| This PDF is damaged or not a real PDF | Re-save it from the original app or print it to PDF. |
| Send a PDF or an image | Supported types: PDF, PNG, JPEG, WebP and HEIC. |
"You're out of credits"#
Click Top up in the sidebar. Work already written to your sheet stays there. See Billing & credits.
"Couldn't read this file. You weren't charged."#
The AI service didn't return a usable answer. Your credits were returned. Try again in a minute; if the same file fails twice, email support with the reference code.
"Too many requests. Try again shortly."#
You hit a short safety limit. Wait a minute and continue; runs pick up where they stopped.
Values look wrong#
Look for orange cells first: hover to read the note explaining what failed. If a value is wrong but not flagged, please email support with the reference to the file (not the file itself unless we ask), so we can improve the checks.
A scheduled job stopped running#
ContractSentinel, LocaleSheet overnight jobs and SlideSync schedules run under the account of whoever set them up.
- ContractSentinel: use Extensions → ContractSentinel → Repair daily check.
- SlideSync: open the sidebar and click Save schedule again.
- If the person who set it up left your company, set it up again under your own account.
Checkout didn't open or credits didn't arrive#
- Allow pop-ups for the add-on, then click Open checkout again.
- After paying, credits arrive within a minute. Close and reopen the sidebar to refresh.
- Still missing after 10 minutes? Email support with the Paddle receipt number.