AI scan didn't work correctly

Why AI Scans Sometimes Fail

Our AI document scanner works best with clear, well-lit documents. Common reasons for scan issues include:

• Poor image quality (blurry, dark, or low resolution)
• Document is rotated or upside down
• Important information is cut off
• Unusual document format
• Handwritten content
• Multi-page documents not fully captured

How to Fix It

Step 1: Check the Document Quality

Before re-scanning, review your uploaded file:

• Is the entire document visible?
• Is the text readable and not blurry?
• Is the image well-lit without shadows?
• Is the document the right way up?

Step 2: Re-scan the Document

1. Go to **Your Documents** or **Previous Returns**
2. Find the document with the issue
3. Look for the "Scan failed" indicator
4. Click **Rescan** to try again

Step 3: Upload a Better Copy

If rescanning doesn't work, try uploading a new, better quality version:

• Use a scanner app on your phone for cleaner images
• Convert to PDF for best results
• Make sure all edges are visible
• Use good lighting

Step 4: Enter Information Manually

If AI scanning continues to fail, you can always:

• Click on the document to view it
• Manually enter the information into FileJoy
• Reference the original document as you type

Tips for Better Scans

For Photos:

• Use natural or bright indoor lighting
• Place document on a flat, contrasting surface
• Hold phone directly above (not at an angle)
• Use your phone's document scanning mode if available

For PDFs:

• Use the original PDF if you have it (don't scan a printout)
• Make sure the PDF isn't password protected
• Multi-page PDFs are supported

What to Do If Problems Persist

1. **Try a different file format** - Convert between PDF and image
2. **Reduce file size** - Very large files may timeout
3. **Check your internet connection** - Unstable connections can cause failures
4. **Contact support** - We're happy to help troubleshoot

Manual Entry Is Always Available

Remember: AI scanning is a convenience feature. You can always enter information manually if scanning doesn't work. The accuracy of manual entry is just as valid for your tax return.

Go to the relevant section (W-2s, Income, Deductions) and enter the information directly from your documents.