Support article

Fixing unreadable files

Recover when a file is scanned, locked, empty or too short.

role setup

Steps and notes

Updated 2026-06-23.

If ACT says it could not read the file, open the document and copy the readable text.

Return to Practice now and paste the text instead.

For scanned files, use the text version from the job page or request an accessible copy from the source organisation.

If the app still cannot continue after pasted text, create a support ticket and describe the file type and message shown.

Still stuck?

Ask the support assistant one question, then create a ticket if the answer does not solve the issue.