Troubleshooting
Common issues and solutions
If something isn't working as expected, check below before contacting support. Most issues have straightforward fixes.
Upload issues
Upload fails or times out
Standard upload supports packages up to 50MB. If your package is larger—many years of minutes, high-res scans, multi-property complexes—see Uploading Large Files. You can email us at hello@pellucis.com or split the package: upload the essential docs first (financials, recent minutes, status cert/Form B), then we can add older minutes.
File format not supported
We accept PDF, DOCX, DOC, RTF, TXT, XLSX, XLS, and CSV. If your documents are in another format, convert to PDF before uploading. Scanned documents should be clear and legible—we use OCR for extraction.
Documents shared as a link
Download the files and upload to Pellucis, or email the link to hello@pellucis.com. We'll retrieve them and add your analysis to the dashboard.
Processing delays
Report took longer than 24 hours
Most reports ship within 24 hours. Complex packages—extensive meeting history, many documents—can take up to 48 hours. If it's been longer, email us. We prioritize conditional deadlines; mention yours and we'll expedite when possible.
I have a very tight conditional period
Contact us at hello@pellucis.com before uploading. We'll be honest about what we can deliver. Rush requests are prioritized when feasible.
Report quality
Report is missing sections or seems thin
Pellucis analyzes only what we receive. Missing sections usually mean the source documents lacked that information—e.g., no reserve study, few meeting minutes. Our "What Pellucis Looked For and Did Not Find" section flags these gaps. If you believe we missed something in the documents you provided, contact us with the specific section and we'll investigate.
Numbers don't match what I see in the docs
Every numerical finding is extracted and calculated from the source documents. If you spot a discrepancy, email us with the file name, page number, and the value you expect. We trace every output to the source and will correct material errors.
Account & access
Can't find my report
Reports appear in your Dashboard. If you uploaded via Lab without an account, the report may not be linked to you. Sign in before uploading, or contact us with the property address and approximate upload time so we can locate it.
Contact support
Not finding what you need? We respond within 4 hours on business days.