5 Common Pozotron Questions Answered: From PDFs to Processing

Whether you're new to Pozotron or a long-time fan, questions are part of the workflow. We've compiled the five most common questions users ask and explain how to solve them.

From unreadable PDFs to billing questions and processing delays, we've got you covered with answers that are simple, actionable, and easy to understand.

1. PDF Issues: How to Spot and Fix Them

Not all PDFs are created equal. The most common problems we see stem from hidden formatting, ligatures, and OCR-scanned files that are outside our control. These make script processing difficult, resulting in a jumbled mess of words and characters.

How to Test Your Manuscript

• Open your manuscript on your computer and try to copy a paragraph of text. If you can't select the text in the PDF, that's your first red flag. 
• If you can select the text, try copying and pasting a section into a word processor. If that doesn't work or you end up with foreign characters, then it's likely that Pozotron can't read it as is either.
• If you've already uploaded the manuscript to Pozotron, you can use our Book Full Text Export tool to download a text-only version of the script. You will be able to identify any issues here before uploading audio files.

If your manuscript has issues, please contact us at help@pozotron.com, and our support team will do their best to resolve the problem or guide you through a workaround.

2. Billing Questions: Plans, Invoices, and Rollover Minutes

Billing questions are some of the most common we receive, and for good reason. Understanding your plan, your invoice, and how credits work is key to getting the most out of Pozotron.

Here are the top three billing questions we hear, along with clear answers to help you navigate them with confidence.

"How do I pick the best subscription plan?"

With flexible monthly plans and no long-term commitments, Pozotron makes it easy to scale your subscription to fit your workflow. Whether your queue is completely full, or you’re working on one single book, you can adjust your plan as needed, month to month, penalty-free. 

• All Pozotron plans are month-to-month. Meaning there are no long-term commitments and no penalties for switching.
• We suggest looking ahead at your upcoming workload and choosing the right plan for the month.
• You can change your plan at any time before your billing date.
• If you need help choosing the right plan, we’ve built a Pricing Tool that allows you to see what you’d pay based on usage hours.

"I don't understand my invoice."

We understand that billing breakdowns can be confusing, especially if you're using free credit minutes or managing multiple projects. Fortunately, Pozotron provides detailed, transparent invoicing in your profile settings.

• Log in to your Pozotron account and navigate to your profile.
• There, you'll find a breakdown of your invoice, including:
  • A downloadable Excel sheet with itemized usage.
  • A PDF invoice for record-keeping.
• *The "Billed PFH cost" might be different than expected, as it also includes any free credit minutes you may have used.
• For full details, visit our Understanding Your Invoices page.

"Will I lose my rollover minutes if I switch plans?"

Switching plans can be nerve-wracking on some platforms, but at Pozotron, we make it simple! So with that, do you lose your rollover minutes?

3. Collaboration: Troubleshooting Shared Projects

Pozotron makes it easy to collaborate, whether you're working with a co-narrator, editor, proofer, or author. You can share any project with your team and assign specific roles to control access and responsibilities.

With that flexibility comes the occasional hiccup. Here are some of the most common collaboration questions we hear:

"Help, I can't access my project."

This is one of our most frequently asked support questions and typically has a straightforward solution. If a project was shared with you but you're not seeing it, here are a few things to check:

You may be viewing the wrong account:

In the top left corner of your screen, you'll see your email address listed with a small arrow next to it. Click it to reveal a dropdown of all accounts or collaborators who have shared projects with you. Selecting the correct account often resolves visibility issues immediately.

The project may have been archived or deleted:

If a project is no longer active, it may have been archived or deleted. You can view all archived projects from your projects page. If a project has been deleted, it is irretrievable. However, we do intentionally add extra steps to prevent accidental deletion and encourage you to archive projects. 

"Pozotron won't let me _____."

Permissions are controlled by the role you've been assigned in a project. Different roles (E.g., Editor, Narrator, Viewer) come with varying access levels. If you are unable to perform an action, it may be due to a lack of certain permissions. Check out our article How to Set Permissions for Shared Projects to dive into what each level has access to.

• Want to remove yourself from a project? Use the "Leave" button.
• Need to remove someone else you've given access to? You can revoke sharing privileges.

Tip: If you have multiple Pozotron accounts and want to consolidate, reach out, and we'll be happy to assist with merging accounts or transferring project access.

4. Processing Issues: When Things Get Stuck

Our tool processes a large amount of data, ranging from manuscripts to audio files. Occasionally, a file may get temporarily held up during one of the processing stages. If you've ever wondered why a project seems stuck, here’s what could be happening, and how to get things moving again.

"My audio file/script is stuck in processing!"

If you've uploaded a file and it's not moving forward, let us know. Delays can happen, especially during peak usage times.

Here's what might be happening:

• High server traffic can cause a temporary slowdown, which may push some files further down the queue.
• File size matters—WAV files typically take longer to process than MP3s.
• PDF formatting issues may also slow processing during manuscript upload.

What to do:

A good rule of thumb is that if the file hasn't finished processing within the same length of time as the audio file itself, feel free to contact us. We're happy to give it a little nudge!

What Happens When I Upload My Manuscript?

When your manuscript is uploaded, it undergoes five steps to be processed. The final three steps take the longest and involve our script preparation tools. If you only want to use the proofing tool, you can start uploading your audio files after step 2 is complete.

Tip: Don't leave the page while the upload bar is active. Let the upload finish before navigating away.

5. Audio-Text Mismatch Error: What It Means and What to Do

"I'm getting an audio-text mismatch error."

Getting an audio-text mismatch error can be frustrating, especially when you’re not sure what caused it. This error means there’s a noticeable difference between the script and the audio file, enough that Pozotron’s alignment system can’t confidently match them.

Here’s what typically triggers this error, and how you can troubleshoot it quickly.

• This happens when the spoken audio differs significantly from the manuscript.
• Listen to the file, as it could be a bad export (e.g., wrong speed, silence, or wrong chapter).
• Check your script. Compare it with the original file—large skipped passages (such as strike-throughs or excerpts removed by the publisher) may cause errors.

For more, visit our support article.

We Are Here to Help

Pozotron was built to support audiobook professionals through every step of the workflow, from prepping your manuscript to troubleshooting collaboration. If you're facing any of the issues above, you're not alone—and chances are, we've built a tool or created a support doc to help.

Still stuck? Our team is always just an email away at help@pozotron.com.