FAQ: Why isn't my document preview loading?

At Cincel, document previewing is a key step to ensure everything is in order before sending them for signature. If you cannot see the preview after uploading a file, don't worry—there are some common reasons and simple solutions.

This guide will help you identify the problem and solve it quickly.

Main Cause: Unsupported File Format

The most common reason a document's preview doesn't load is that the file format is not compatible with the Cincel platform. Our suite is designed to work with the most common formats, automatically converting many of them to PDF for the signing process.

Accepted Document Formats

Below is the list of file formats that Cincel can accept for preview and signing. If your file is not on this list, you must convert it to one of the following formats:

Accepted Format	Digital Extension
Portable Document Format	.pdf
Microsoft Word	.doc
Microsoft Word Open XML	.docx
Microsoft Excel	.xls
Microsoft Excel Open XML	.xlsx
Microsoft PowerPoint	.ppt
Microsoft PowerPoint Open XML	.pptx
Image: Portable Network Graphics	.png
Image: Joint Photographic Experts Group	.jpeg or .jpg

Steps to Solve the Problem

Verify your file format: Ensure that your document's extension (for example, .pdf, .docx, .jpg) corresponds to one of the formats listed in the table above.
Convert the file if necessary: If your document has an unsupported format, use a conversion tool (online or software) to transform it into a compatible format, preferably .pdf.
Re-upload the file: Once converted, try uploading the document to Cincel again.

💡Cincel Tip: Cincel automatically converts most Office files and images to PDF for viewing and signing. However, for an optimal experience and to avoid any issues, we recommend uploading your documents directly in .pdf format whenever possible.

Does the problem persist? Contact Technical Support

If you have verified that your file is in a supported format and the preview still fails to load, there may be another underlying cause. In this case, our technical support team is ready to help you.

You can generate a technical support ticket through our portal or contact us directly for personalized assistance.

We are committed to ensuring that your signing processes are always smooth and efficient.