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Common issues

Check that the file is a .msg or .eml file and under 10MB. If it's still failing, the file may be corrupted or password-protected — try opening it in Outlook first to confirm it loads there.

Check whether your browser blocked the download automatically — look for a blocked-download icon in the address bar and allow it. If nothing appears there either, try the conversion again in a different browser.

Use the "Forgot password" link on the sign-in page to reset it by email.

Check your spam or promotions folder first. If it's not there after a few minutes, request the reset again from the sign-in page — occasionally the first request doesn't go through.

Sign in and open the billing portal from your account menu — you can upgrade, downgrade, or cancel from there directly, no need to contact us. See all plan options if you're deciding whether to switch tiers.

File won't convert? Check these first

Most failed conversions come down to one of a handful of causes. Work through these in order before reaching out:

  1. Check the file extension. Only .msg and .eml files are supported — a renamed file (like a .txt renamed to .msg) won't convert correctly even if the extension looks right.
  2. Check the file size. Files over 10MB will be rejected. Check the file's properties on your device to confirm. See plan options if you need to process larger volumes.
  3. Confirm the file opens elsewhere first. Try opening it in Outlook (or the client it came from). If it won't open there either, the file itself is likely corrupted or incomplete.
  4. Check for password protection. A small number of MSG files are encrypted or restricted — these can't be read by any converter without the password.
  5. Still stuck? Reach out below with the file if possible — it's the fastest way to pin down what's actually going wrong.
Troubleshooting a failed MSG to PDF conversion

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