Upload failures
If your upload fails, check these common causes first.
- ConveyMate accepts PDF files only. Word documents, images, and other file types are not supported.
- Make sure the file is not password protected, locked for editing, or corrupted. Try opening it in a PDF viewer to confirm it is readable.
- Disable script-blocking browser extensions that may interrupt the upload. Ad blockers and privacy tools can prevent files from reaching the server.
- A stable internet connection is needed during upload. If your connection dropped mid-upload, remove the file and add it again.
- If a specific file keeps failing while others succeed, try re-saving or re-exporting it from the source application and uploading the new version.
Draft asks for uploads again
When you resume a draft after closing the browser or starting a new session, ConveyMate may ask you to upload your documents again. File references from the previous session are no longer available after the session ends.
Your property details and other information are saved. Re-upload the same documents in Step 2 and continue through to payment. You will not be charged again for the same report.
Report appears stuck or taking longer than expected
Most reports complete within 7 to 9 minutes. Large contract packs — particularly those with many scanned pages — can take longer in the extraction and indexing stages.
Open the report detail page and check the current stage and the time of the last update. If the stage has not changed for more than 20 minutes, the job may have stalled.
Contact support with the report ID and the last visible stage if you believe processing has stopped unexpectedly.
Report status shows Failed
A Failed status means the pipeline stopped before completing the report. This can happen due to document quality issues, extraction failures, or an infrastructure problem.
Contact support at support@conveymate.com.au with your report ID and any error message visible on screen. Include the last pipeline stage you saw if it is visible.
If the failure was caused by a problem on our side, we will either re-run your report or arrange a refund.
Payment problems
If the Stripe checkout does not appear, refresh the page and try opening it again from the same report. Do not create a new report — this can result in multiple payment attempts.
If payment completed in your bank or card app but the report still shows Awaiting payment after a few minutes, contact support. Include the report ID and the approximate time the payment was made.
Contacting support
Email support@conveymate.com.au for help with account, payment, upload, and report issues.
To help us resolve your issue quickly, include the following: your report ID (visible in the URL or on the report detail page), the time the problem occurred including your timezone, your browser name and version, and a brief description of what happened and what you expected.
For payment issues, add the payment timestamp from your bank or card statement. For processing issues, include the last pipeline stage you saw before the problem occurred.
Need support now?
Email support for account, payment, and report workflow issues.