Converting a PDF or Word test with AI fails or misses questions

Convert with AI turns a PDF, a scan or a free-layout Word test into a Word file in the ExamQR table format, with formulas, images and answers. PDF files always go through AI; Word files only when you tick Convert with AI. In the web app it is under Tests, Import test from Word/PDF. You need to be signed in, and the dialog shows the number of pages and the credits before you confirm.

How you recognise it

• “Conversion failed. All 12 credits have been refunded — you were not charged.” or “This file is harder to read than usual, so the AI could not finish it. All 12 credits have been refunded — you were not charged.”
• “The server restarted, so the conversion was interrupted. All 12 credits have been refunded — please convert again.”
• “The file has 40 pages, over the 30-page limit per conversion. Split it and convert each part.”
• “The file cannot be read. Check that it is not damaged or password-protected.”
• “12 credits needed but you have 5. Please buy more to continue.”
• The conversion finishes but some questions or answers are missing.

Fix it

1. After a failed or interrupted conversion, the credits are already back in your balance. Try again once; if the same file fails again, improve the source (below).
2. Use the original digital PDF if you have it. For a scan or photo: straight pages, sharp text, good light, no shadows, one page per image.
3. Remove the password from a protected PDF. Split a file that is over the page limit and convert each part.
4. If the answer key is in another file, choose Answers are in a separate file and add it. An Excel answer key costs no extra credits.
5. Always open the result and check it before use: “40 questions converted, 38 with answers. Please open and check the file before use.” Add missing questions or answers in Word, then import the file.
6. Not enough credits: click Buy more credits, pay, then I have bought, check again.
7. A Word file that already follows the template doesn't need AI: import it directly for free (see Importing a test from Word: no questions found, missing answers, images or equations).

Credits used by a conversion that succeeded are not refunded. More in AI credits: what uses them, why they were deducted, running out.

If it still doesn't work

Report the problem with the file and the date and time of the conversion.