Accuracy and safety
Troubleshooting
Uploads that fail, documents that stall, and output that doesn't look right.
An upload failed
Check the file is one of the accepted types (PDF, DOCX, TIFF, JPEG, PNG, or plain text) and under 50MB. Oversized scans are the usual cause. Splitting a large record into parts works fine, since classification puts the pieces back in the right places. Retrying a failed upload won't affect anything already in the case.
A document has been processing a long time
Long records legitimately take a while, and page count matters more than file size. Processing continues whether or not you have the page open, so you can leave and come back. If a document reports an error rather than sitting on a step, re-upload it; if it fails again, send the file name to support@settlhq.com.
The chronology is missing treatment
First check the document is actually in the case and finished processing. Then read the limitations section, which lists records that couldn't be read fully. Poor-quality scans are the common cause: a faint photocopy, or a photograph taken at an angle. A cleaner scan of the same pages usually fixes it.
A document is marked as a possible poor scan
OCR had low confidence in what it read, usually because the page is faint, skewed or a fax of a fax. The document is processed as normal, so check anything drawn from it against the original. Where specific pages read worst, the notice names them. If a cleaner scan exists, upload it (see Getting a clean scan under Upload documents) and delete the poor one. If the poor scan is the only copy, keep it: the notice is a reminder to check the original and doesn't hold the case back.
A document was classified wrong
When SettlHQ isn't confident about what a document is, the Documents tab says so and shows its best guess with a confidence score. Pick the right type from the dropdown next to it and processing continues from there.
If a document is confidently classified as the wrong thing, there's no dropdown to correct it, so send us the case and document name. Combined files, like a hospital record with billing stapled to the back, are the usual culprit. Those are normally split apart correctly, but tell us when they aren't.
The expense total looks low
Compare the billing documents listed on the expense summary against the statements you requested. Almost always the total is right for the documents present and a statement is missing.
Still stuck
Email support@settlhq.com with the client name and, if it's about one file, the document name. Please don't paste medical record contents into the email.