Handling Password-Protected PDF Upload Issues

Last updated: September 30, 2025

If you're encountering issues uploading PDFs that appear to be password-protected, there are several solutions depending on your situation.

When PDFs Are Actually Password-Protected

Mary Technology cannot process password-protected PDFs. If your document is genuinely password-protected, you'll need to remove the password protection before uploading:

  1. Open the PDF with the password you have

  2. Remove the password protection (this process varies by PDF viewer/editor)

  3. Save the unprotected version

  4. Upload the new version without password protection

Replacing Failed Password-Protected Documents

If a document has already failed processing due to password protection:

  1. Go to the Source Documents tab

  2. Find the document with "Failed" status

  3. Click the ellipsis (three dots) on the right-hand side of the "Failed" status to delete it

  4. Use the Add more documents button (top right-hand corner of the chronology page) to upload the unprotected version

False Password Protection Errors

Sometimes PDFs may show as password-protected when they're not actually protected. If you're certain your PDF doesn't have password protection:

  1. Try downloading the PDF directly instead of using any integration (like Smokeball)

  2. Upload the downloaded file directly to Mary Technology

  3. If the issue persists, refresh the page and try again

If you continue experiencing issues with PDFs that aren't password-protected, contact support through the live chat widget in the bottom left corner of the application.