ELLATroubleshooting
Start with the page that matches what you see. Each one says what is likely, what to try and when to write to us.
Before you start
- Read the chat reply on the request. It often says what happened. See checking your results.
- Check the request page for a message in plain words.
- Try the request again with a smaller file or a clearer instruction.
When you write to us
Say which file and what you asked for. Include the link to the request if there is one. That is usually enough for us to reproduce the problem. Put the link in your email to support.
- Braille looks wrong Why a braille file may look odd in a text editor, wrap in the wrong place or use the wrong grade, and how to report a real error in a transcription.
- Credits not as expected Why your usage may look different from what you expect: the monthly reset, partial delivery and failed requests. How to ask us to check.
- File too big ELLA limits the size of each file and each request. See the limits, how to shrink a PDF, Word or PowerPoint file, and how to split a long document.
- Request failed or a file was withheld What failed, cancelled, interrupted and withheld mean in ELLA, whether you are charged, and what to do next.
- Unsupported file The file types ELLA accepts, why an older or unusual file is refused, and how to save it in a type ELLA can read. Includes copy-protected files.
- Usage limit reached ELLA has daily and short-term limits to keep it fair. See what each message means, how long to wait and what to do next.
Still stuck?
Browse the help centre, or contact support and say what you were trying to do.