Common Errors and Fixes
Here are solutions to the most common issues you might encounter.
Upload Errors
"File format not supported"
Cause: You're trying to upload a file type Bookshift doesn't accept.
Solution:
- Book translation: Use EPUB, DOCX, TXT, or HTML (not PDF)
- Covers: Use JPG or PNG (not PSD)
- Transcription: Use MP3, WAV, M4A, AAC, OGG, FLAC, or AIFF
"Word count too low"
Cause: Your manuscript has fewer than 3,000 words.
Solution:
- Book translation requires a minimum of 3,000 words
- Combine shorter works into a single file, or
- Use a different service (proofreading has no minimum)
"File too large"
Cause: Your file exceeds the upload limit.
Solution:
- For very large manuscripts, try splitting into volumes
- Ensure your file isn't corrupted
- Contact support if you believe the limit should accommodate your file
"Could not extract text"
Cause: The file may be corrupted or contain no readable text.
Solution:
- Try opening the file locally to verify it works
- Re-export from your word processor
- Check that the file isn't password-protected
Credit Errors
"Insufficient credits"
Cause: You don't have enough credits for the requested service.
Solution:
- Check your credit balance on your dashboard
- Purchase a credit pack or subscribe
- Select fewer languages for translation
"Credits not updating"
Cause: Browser caching or delayed processing.
Solution:
- Refresh the page
- Log out and log back in
- Check your email for purchase confirmation
- Contact support if credits don't appear after 10 minutes
Translation Errors
"Translation failed"
Cause: Various issues during processing.
Solution:
- Check your email for specific error details
- Try resubmitting the job
- If the issue persists, contact support
- You will be refunded if the job cannot complete
"Job stuck in processing"
Cause: Queue backup or processing issue.
Solution:
- Most translations complete within 10-20 minutes
- Very long books may take longer
- Check your dashboard for status updates
- Contact support if stuck for more than 2 hours
"Email notification not received"
Cause: Spam filtering or email issues.
Solution:
- Check your spam/junk folder
- Add Bookshift to your contacts
- Access your files directly from the dashboard
- Your dashboard shows completed jobs even if the email is delayed or filtered
Cover Service Errors
"Content moderation failure"
Cause: Cover image flagged by content safety filters.
Solution:
- Cover translation is sensitive to explicit content
- Use cover generation instead of translation
- Avoid uploading covers with explicit imagery
"Text not detected"
Cause: The AI couldn't read text on your cover.
Solution:
- Use a higher resolution image
- Ensure text contrasts with background
- Make sure text isn't obscured by design elements
"Image processing failed"
Cause: Technical issue with the image file.
Solution:
- Re-export your image from the original file
- Try a different image format (JPG vs PNG)
- Ensure the image isn't corrupted
Subscription Errors
"Payment failed"
Cause: Card declined or payment method issue.
Solution:
1. Access the billing portal from your dashboard
2. Update your payment method
3. Try again
Your credits are retained even if payment fails.
"Can't access billing portal"
Cause: Account or session issue.
Solution:
- Log out and log back in
- Clear your browser cache
- Try a different browser
- Contact support
"Subscription cancelled but still charged"
Cause: Cancellation takes effect at end of billing period.
Solution:
- Check your cancellation date in the billing portal
- You retain access until the current period ends
- This is standard subscription behavior
General Troubleshooting
"Page not loading correctly"
- Clear your browser cache
- Try a different browser
- Disable browser extensions
- Check your internet connection
"Can't log in"
- Verify you're using the correct Google account
- Clear cookies for bookshift.io
- Try incognito/private browsing mode
- Contact support if issues persist
"Need more help"
If none of these solutions work:
- Go to your dashboard
- Click Contact Support or Messages
- Describe your issue in detail
- Include any error messages you saw
Response times are typically within 24 hours on business days.
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