Troubleshooting · 5 min read
PDF carrier statement is not importing
Understand text extraction limits and how to recover from PDF parsing failures.
On this page
Supported PDFs
Only the Carrier payments input accepts PDF files. The limit is 5 MB and 20 pages. The PDF must contain selectable text; image-only scans are not supported by the current extraction workflow.
A text-based PDF may still fail if its carrier layout does not provide recognizable policy and payment rows.
What to do
Try selecting a policy number and commission amount in your PDF viewer. If you cannot select text, request a CSV or Excel export from the carrier.
If the PDF produces extracted rows, review every policy and amount against the source statement. Correct wrong values or remove spurious rows before selecting Use reviewed commissions.
If no rows are recognized
Do not treat an extraction failure as evidence of a zero payment. Request a structured carrier export or use a correctly prepared CSV instead.
For a persistent issue, note the error wording and carrier statement layout, but do not send unredacted customer statements through an unsecured channel.