Troubleshooting

Having trouble? Here are solutions to the most common issues.

PDF Won’t Load

Possible causes and fixes:

• Password-protected PDF: RedactLedger cannot open encrypted files. Remove the password in Adobe Acrobat or Preview (macOS) first.
• File too large: Free plan supports up to 10 MB. Pro supports up to 100 MB. Compress your PDF or upgrade.
• Too many pages: Free plan supports up to 5 pages. Split the PDF into smaller chunks before uploading.
• Corrupted file: Try re-exporting the PDF from its source application.

Auto-Detection Finds Nothing

Auto-Detection requires a searchable text layer. Scanned PDFs (photographed documents) do not have one. Use Manual Redaction to draw over sensitive areas in scanned documents.

Redaction Rectangles Are Misaligned on Export

If rectangles look correct on canvas but are off in the exported file, try:

1. Close and reopen the browser tab.
2. Re-upload the PDF.
3. Check the PDF is not rotated — some PDFs store pages at an angle. Try rotating the PDF in Preview or Acrobat before uploading.

Export Button Is Greyed Out

You need at least one redaction before you can export. Add a manual rectangle or run Auto-Detection and toggle an item.

The Exported File Still Shows Text

Standard Export draws opaque rectangles over text but may leave the text in the PDF data stream. Enable Secure Export (Pro) to rasterise the page and destroy the text layer permanently.

Sign-In or Account Issues

• Forgot password: Use the Forgot password link on the sign-in page.
• Email not confirmed: Check your spam folder for the confirmation email.
• Still stuck: Contact support@redactledger.com.