Fix import errors
Updated September 20, 2026 · 2 min read
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If a file shows Can't be imported or Import failed, find the message below to learn why and how to fix it.
File errors
Message | Why it happens | How to fix it |
Only PDF, DOCX, and TXT files can be imported. | The file type isn't supported. | Save or export the file as DOCX, PDF, or TXT. |
This file is over the size limit for its format. | PDF and DOCX files are limited to 5 MB, TXT to 20 MB. | Compress or remove images, or split the document into smaller files. |
This PDF exceeds the 25-page import limit. | The PDF has more than 25 pages. | Split the PDF into smaller documents, ideally one topic each. |
This PDF appears to be scanned or image-based. | The PDF contains pictures of text, not selectable text. | Import the original document, or export a text-based PDF. |
Remove the document password and upload the file again. | The file is password protected. | Remove the password in the app that created it, then import again. |
This file is empty. | The file has no content. | Check you selected the right file. |
This document contains too much text to import safely. | The document is very long. | Split it into several smaller documents. |
This file contains markup or characters we can't import safely. | A TXT file contains HTML tags or isn't UTF-8 text. | Remove the HTML, or save the file as UTF-8 plain text. |
Page storage is full. | Your workspace has reached its import storage limit. | Remove or archive content you no longer need, then try again. |
We couldn't upload this file. | The upload was interrupted. | Check your connection and try again. |
We couldn't import this file. | Something went wrong while reading the file. | Try again. If it keeps failing, open the file, save a fresh copy, and import that. |
Website errors
Message | How to fix it |
Enter a complete website address beginning with http:// or https://. | Paste the full address, including https://. |
This address is not publicly accessible. | Use a public address that doesn't need a login. |
We couldn't reach this page. | Check the address opens in your browser. |
This page took too long to respond. | Try again later. |
We couldn't find readable article content on this page. | Use the direct article address, or import the content as a Word document. |
Too many URL imports. | Wait a while, then try again. |
"Already imported" isn't an error
If a file shows Already imported, you've imported that exact file before. Supahelp skips it to avoid duplicate pages. Look for the existing page in Page storage.
Closed the dialog by accident?
If you close the import dialog before selecting Import, your selection is discarded and nothing is imported. Files that finished importing before you closed the dialog are already in Page storage.
Still stuck?
Send us a request with the file name and the exact message you see, and we'll help.