ELLARequest failed or a file was withheld
ELLA may finish only part of a request, stop before making a file, or ask you a question. Read the reply in the conversation before deciding what to do next. Your messages and the files already made stay together in that chat.
When ELLA asks a question
Answer in the same conversation. You can add a detail, choose a format or explain what the reader needs. A question has no separate seven-day timer. The chat and its files follow your file-deletion choice and the privacy policy. You can leave the page and return while the chat is retained.
When nothing was delivered
If a turn fails before delivering any files, it is not charged. Try a smaller file, clearer instructions or another supported format. A poor scan or a damaged document may need a better copy of the original.
If the same request fails again, contact support with the conversation link and a short description of what you expected. Do not send a password or a sign-in code.
When some work is unfinished or unverified
Download the available files and read what ELLA says it could not finish or check. A downloadable file can still contain mistakes. Check important text, maths and layout against the original, with help from someone who knows the reader where needed.
Write a follow-up naming the part that needs attention. ELLA does not automatically start another turn.
Stopping and interruptions
Choose "Stop ELLA" to stop work. Files already made remain in the conversation. A turn stopped before delivering any files is not charged; work already delivered can be charged. Check your credit records for the amount taken.
If the service restarts, reopen the conversation. ELLA resumes from the stored chat where it can. If it says it could not finish, send a message to carry on. You can keep using the files that are available.
Limits and further help
A very large file, unclear scan or busy service can prevent work from finishing. Read the on-screen message. For a daily limit, try again after the reset shown there. See usage limit reached and credit records.
Still stuck?
Browse the help centre, or contact support and say what you were trying to do.