Frequently Asked Questions

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Conversion & Downloads

My Excel file downloaded but it's empty or missing transactions. What happened?

This usually happens when the PDF contains scanned images instead of selectable text. CreditCardToExcel uses AI to read text-layer PDFs from all major issuers. If your statement was scanned (a photo of a paper statement), the AI cannot extract data from it. Try these steps: (1) Open the PDF in your browser or Adobe Reader and try to click/highlight the transaction amounts — if you can't select the text, it's a scanned image. (2) Use your bank's online portal to download the "digital" or "text" version of your statement. Most banks provide both. (3) If your bank only offers scanned PDFs, contact their support and ask for a statement with a text layer.

The download button doesn't do anything when I click it.

Check these in order: (1) Pop-up blocker — your browser may be blocking the download. Click the address bar and allow pop-ups for creditcardtoexcel.com. (2) Try a different browser — Chrome, Firefox, and Edge all work. Safari can occasionally block downloads from third-party sites. (3) Disable browser extensions temporarily — ad blockers and privacy extensions sometimes intercept download events. (4) Try right-clicking the download button and selecting "Save link as." If none of these work, please use the Feedback button (bottom-right) to report the issue with your browser version.

I uploaded my PDF but the conversion is taking a long time or shows an error.

Conversion typically takes 5–15 seconds for a standard monthly statement. If it's taking longer: (1) Large PDFs (12+ months of statements in one file) take longer — split them into smaller files if possible. (2) Check your internet connection — the PDF is uploaded to our servers for processing. (3) If you see a red error message, note the error code and try again. Transient AI service errors resolve themselves within a minute. (4) If the error persists after 2 retries, use the Feedback button to report it. We respond to every report.

Some transactions are missing from my Excel file.

AI extraction is highly accurate but not perfect. Common causes of missing transactions: (1) Multi-page statements — if your statement spans many pages, make sure you uploaded the full PDF (not just page 1). Check the page count in your file. (2) Unusual formatting — some issuers use tables that span columns in non-standard ways. (3) Pending transactions — some PDFs only show posted transactions; pending items may not appear. If you notice consistent patterns in what's missing (e.g., all transactions from a specific page), please report it with the Feedback button and include which bank/issuer.

The transaction categories look wrong. How does auto-categorization work?

Auto-categorization uses the merchant name and description from your statement to assign IRS Schedule C expense categories. It follows the same 110+ category taxonomy used by accounting software. Common misclassification scenarios: (1) Ambiguous merchant names — "Amazon" could be office supplies, software, or personal shopping. The AI makes its best guess based on context. (2) Gas stations — sometimes categorized as Travel instead of Vehicle/Auto. (3) Mixed-use merchants (Costco, Walmart) default to the most common business category. The Excel file includes the Category column so you can review and correct any mismatches before importing into your accounting software.

Can I re-convert a PDF I already uploaded?

Yes. Just upload the same PDF again. Each conversion uses one of your monthly conversion credits. If you're near your monthly limit, consider downloading the CSV format and editing it directly — the category column is plain text and easy to adjust without re-converting.

Password-Protected PDFs

I have a password-protected statement. Can CreditCardToExcel handle it?

Yes. When you upload a password-protected PDF, a prompt will appear asking for the password. Enter the password your bank gave you (often the last 4 digits of your SSN, your date of birth, or a custom password you set). The password is used only to unlock the PDF locally in your browser — it is never sent to our servers or stored anywhere.

I entered my password but it says 'incorrect password.'

Try these: (1) Check for leading/trailing spaces — copy-paste errors are common. (2) Try your account password, last 4 of SSN, and date of birth in MMDDYYYY format — banks vary. (3) Some banks use two passwords: one to open the PDF, one to print it. Make sure you're entering the "open" password. (4) Download a fresh copy of the statement from your bank portal — some banks re-encrypt PDFs with a new password each download. If you're certain the password is correct but it keeps failing, contact your bank to confirm the PDF protection type (some use certificate-based encryption that isn't password-based).

Is my password stored anywhere?

No. PDF passwords are handled entirely in your browser using the mupdf WASM library. The password never leaves your device. Once the PDF is unlocked locally, only the extracted text content is sent to our AI for processing.

Privacy & Security

Is my credit card statement data stored on your servers?

No. Your PDF is uploaded to our servers only for the duration of the AI extraction (typically 5–15 seconds). Once the transactions are extracted, the PDF is discarded. We do not store PDFs, transaction data, or personal financial information. The only data we retain is your account email (for sign-in), your conversion count (to enforce monthly limits), and your subscription status.

Who can see my financial data?

Nobody except you. The extraction pipeline uses Google Gemini AI, which processes your data under Google's enterprise data protection terms (your data is not used to train their models under the API terms). No human at CreditCardToExcel ever sees your transaction data.

Billing & Subscription

Where can I find my invoice or receipt?

All billing is handled by Paddle, our payment processor and Merchant of Record. After each charge, Paddle automatically emails a receipt to the email address you used at checkout. To view all your invoices: (1) Go to your Account page and click "Manage Subscription." (2) This opens your Paddle customer portal where you can view all invoices, download receipts as PDFs, and update your payment method. If you can't find a receipt, check your spam folder for emails from paddle.com or billing@paddle.com.

My card was charged but my account still shows Free tier.

Tier upgrades happen via a Paddle webhook, which typically fires within 30 seconds of a successful payment. If your account still shows Free after 2–3 minutes: (1) Sign out and sign back in — this refreshes your session and tier status. (2) Check the email you received from Paddle — if it says the payment was successful, the webhook may have been delayed. Wait 5 minutes and try again. (3) If still unresolved after 5 minutes, email support using the Feedback button with your order ID (in the Paddle receipt email). We'll manually update your tier.

How do I cancel my subscription?

Go to your Account page → click "Manage Subscription" → in the Paddle portal, select "Cancel subscription." Your access continues until the end of the current billing period. You won't be charged again after that. You can also cancel by emailing us at the address in your Paddle receipt.

I need a VAT invoice for my business. How do I get one?

Paddle is the Merchant of Record for all CreditCardToExcel transactions, which means Paddle is the legal seller and VAT/tax collector. Paddle automatically generates VAT invoices for EU and UK customers. To access your VAT invoice: (1) Open any Paddle receipt email. (2) Click "View Invoice" — the PDF includes all VAT/GST details required for business expense claims. (3) If you need invoices addressed to your company (not your personal name), update your billing details in the Paddle portal before your next renewal. See our Tax Documentation page for more details on using Paddle receipts for business expenses.

Do you offer refunds?

We offer a full refund within 7 days of any charge if you haven't been able to successfully convert any statements. Contact us via the Feedback button with your order ID. For monthly subscriptions, we handle refund requests on a case-by-case basis — if the product didn't work for your use case, we'll make it right.

Account & Usage

I forgot how many conversions I have left this month.

Sign in and check your Account page — it shows your usage meter (X out of Y conversions used). Usage resets on the 1st of each calendar month. The conversion counter also appears as a badge in the header when you're signed in.

Can I use CreditCardToExcel without creating an account?

Yes. You get 2 free conversions without signing in. Creating a free account gives you 2 conversions per month and saves your conversion history. Google sign-in takes about 10 seconds.

What file formats can I download?

All plans support both Excel (.xlsx) and CSV format downloads. Excel format includes auto-formatted columns with the date, merchant, amount, and category. CSV format is best for importing into QuickBooks, Xero, Wave, or other accounting software. Pro and Business plans also support batch conversion (multiple PDFs at once) with a ZIP download of all CSVs.

Still need help?

Use the Feedback button at the bottom-right of any page or visit your Account page for billing-related questions. For tax documentation, see our Tax Documentation guide.