This article is for organisations in Canada and the United States.
- Resolve error messages received in Hubdoc when extracting bank statement data.
- Report an issue with your extracted CSV data.
This document is not a PDF
This error shows if the document is not in a valid format. For Hubdoc to extract your data, your file needs to be a PDF with a maximum height and width of 40 inches, or 2880 points.
To resolve the error, make sure your statement meets the statement guidelines, then upload the document to Hubdoc again.
This file is password protected
The error message This statement could not be extracted. This file is password protected. shows if the document uploaded to Hubdoc is password protected.
To resolve this, you’ll need to remove the password protection from the PDF, then upload the document to Hubdoc again.
This is a secured PDF with restricted access
The error message This statement could not be extracted. This is a secured PDF with restricted access. shows if access to the uploaded document is restricted.
To resolve the error, remove the restrictions from the PDF, then upload the document to Hubdoc again.
This file is corrupt
The error message This statement could not be extracted. This file is corrupt. shows if the document uploaded to Hubdoc is corrupt.
To resolve this, download or scan the statement again, then upload the new version to Hubdoc.
No transactions were found in the statement
The error message This statement could not be extracted. No transactions were found in the statement. shows if the statement didn’t have any transactions for Hubdoc to extract.
First, check that the statement uploaded to Hubdoc contains transactions. If it doesn’t, Hubdoc is not able to use this statement for extraction. If the statement does contain transactions, download or scan the statement again, then upload the new version to Hubdoc.
This statement could not be extracted
If you receive a generic This statement could not be extracted error, check that:
- The statement is from a supported bank and meets the statement requirements.
- The bank in the Financial Institution field matches the bank statement.
- The document contains text.
Hubdoc can extract data from selected statement types from supported banks. If you continue to receive the error after checking the above, or you see the error message This statement type could not be extracted, it might be because the account type for your statement isn’t supported. Let us know by clicking the link below to raise a case with our support team.
Something’s not quite right on our end
The error message Something’s not quite right on our end shows if there’s an issue on our end affecting bank statement extraction. Please try again in 24 hours.
Review the generated CSV
Sometimes Hubdoc will generate a CSV but notice issues with the extracted data. If you receive a warning about inconsistencies with the amounts or dates that were extracted, you’ll need to check the CSV data is accurate before uploading it to Xero or QuickBooks Online.
Report an issue with CSV data
If you notice an error with your exported CSV data, you can report it.
The option to report an issue will only show after the CSV file has downloaded to your device. If you closed Hubdoc after downloading the CSV file, you’ll need to complete the extraction process again for the option to show.
To report an issue with your CSV data:
- In the data toolbar under BANK STATEMENT EXTRACTION, click Report data issue.
- Select the issue type, then click Report issue.
We’ll use this information to improve the extraction feature. You’ll need to fix any errors in the CSV file before uploading it to Xero or QuickBooks Online.