FAQ: Document processing errors
Last updated: April 28, 2026
Luminary AI typically takes under 30 minutes to process documents. You may have encountered a processing issue is:
You get an error notification
If the processing takes more than an hour
If uploading documents did not produce summaries or AI suggestions
In these cases, we have outlined some helpful FAQs that can cause these errors. Please feel free to reach out to support@withluminary.com for additional assistance troubleshooting.
What file types are supported in Luminary?
Luminary AI generally supports all major file types:
Images: .jpg, .jpeg, .gif, .png, .bmp
Text: .txt, .csv
PDF: .pdf
Word: .docx
Powerpoint: .pptx
Excel: .xlsx
Apple iwork: .pages, .key, .numbers
What should I do if I upload a document that isn't a supported file type?
Re-upload the document as one of the supported file types and delete the old document. If you cannot delete the old document yourself, please email support@withluminary.com
If you uploaded an unsupported file type and the AI is still trying to process it, please submit a support ticket or reach out to support@withluminary.com
Why did my documents fail to upload?
Password protected or corrupted documents
If your document is tagged correctly but is failing to upload or generate a summary or presentation, please ensure no documents are password protected or corrupted. Documents that are password protected or corrupted will cause AI to get stuck while attempting to read the document. If a corrupted or protected document is causing your household to get stuck in processing, please submit a support ticket or reach out to support@withluminary.com
When should I reach out to support?
If refreshing your page or retagging documents then regenerating the summary does not change or fix the issue you're encountering, please reach out to support by submitting a ticket by clicking the Help tab in the bottom left of your screen.
If, when uploading, your screen shows "Failed to process documents" please submit a Help ticket or contact support@withluminary.com
Why does my document summary include unexpected sections or formatting?
Document type retagging
If you've uploaded a document to Luminary and are seeing a summary you're not expecting, please check the document type tagged to the document. After retagging any document type, click Regenerate in the top right of the summary screen.
-Balance sheets should be tagged with document type balance sheet.
-Documents with more than one document within it should be tagged as a Binder. Examples of this are a DPOA and HCPOA combined into one document. You can separate these documents into two distinct documents manually, or upload together and tag as a Binder.
If your documents are tagged correctly and regenerated but still showing summaries incorrectly, please submit a support ticket or contact support@withluminary.com