# Troubleshooting

Applies to: Support, Uploads, Conversions, Destinations

If you encounter one of the situations below, first check the likely cause and solution before contacting support.

## No organization visible

A default organization is created automatically on first login. If you still do not see an organization, check that you are signed in with the correct account or refresh the page after the account environment has fully loaded. If it remains missing, contact support.

## Free conversions used or payment required

After the 3 free conversions, SnelUBL asks for organization and payment details before you can continue on pay-as-you-go. Complete the upgrade in Settings and organizations; without valid payment details, new uploads are rejected.

## Upload rejected or too large

Check that the file is a supported format (PDF, DOCX, PNG, JPEG, HEIF/HEIC, WebP) and no larger than 3 MB. Compress the file or export it again in a smaller format if it exceeds the limit.

## Conversion keeps processing

A conversion that stays on "Processing" for more than a few minutes usually indicates a temporary delay with a large or complex document. Refresh the page after a few minutes; if the status does not change, contact support and include the conversion number.

## Preview, UBL file or destination missing

If the preview or UBL file is missing, first check that the document is fully processed with status "Completed" and did not fail. If a file does not arrive at the configured destination, check whether the destination is still active and reachable. The UBL file remains available in conversion history.

## Options and details

| Symptom | Try first |
|---|---|
| No organization visible | Check account and refresh the page |
| Payment required | Complete organization and payment details |
| Upload rejected | Check format and file size (max. 3 MB) |
| Conversion keeps processing | Refresh; if it continues, contact support with conversion number |
| File not delivered | Check destination status; file remains available in history |

## Related articles

- [Files, limits and UBL output](/en/docs/files-limits-ubl-output.html)
- [Conversions and history](/en/docs/conversions-history.html)
- [Setting workflow destinations](/en/docs/workflow-destinations.html)
- [Settings and organizations](/en/docs/settings-organizations.html)

## Need more help?

Check the FAQ, open the knowledge base or contact us if you get stuck with a conversion, workflow or UBL review.

- [View FAQ](/en/faq.html)
- [Open knowledge base](/en/knowledge-base.html)
- [Contact us](/en/contact.html)