OpenEFT

⚠️ The conversion failed or shows an error

If your conversion fails, here are the most common causes and solutions:

Most common issues:

Image quality too low - Fingerprints are not clear enough. Try using better lighting or a higher resolution image.
File too large - Your image file exceeds size limits. See the FAQ for instructions on reducing file size.
Incomplete fingerprints - Not all required fingerprint areas are visible in the image.
Image rotated or angled - The card must be straight in the image. Retake the photo with the card flat and parallel to the camera.

What to try:

Take a new photo with better lighting (natural daylight is best)
Ensure the entire card is visible and not cropped
Make sure the card is straight and parallel to the camera
Check that all fingerprints are dark and clear (not faded or light)
Try a different file format (JPG instead of PNG, or vice versa)

📸 My image quality is poor or fingerprints look blurry

Clear, high-contrast fingerprints are essential for successful conversion. Here's how to improve your image:

Best practices for taking photos:

Lighting - Use natural daylight or bright white light (not yellow/warm light)
Contrast - Place the white card on a dark surface (dark table, black cloth, etc.)
Angle - Hold the camera directly above the card, keeping it parallel
Distance - Take the photo close enough to see details, but far enough to capture the entire card
Stability - Use both hands or rest your phone on a stable surface to avoid blur
Focus - Tap on the fingerprints to ensure the camera focuses on them

After taking the photo:

Avoid heavy cropping - leave ~1.2 inches of space around the card
Don't use filters or editing apps that alter the image
Ensure the file size isn't too large (see FAQ for size reduction tips)

⏰ I missed my 7-day download window

All converted EFT files are automatically deleted after 7 days for privacy and security.

If your download window has passed:

You will need to start a new conversion
Use the same email address you used for the original purchase
Your payment is only valid for one conversion - you'll need to purchase again

To avoid this in the future:

Download your files as soon as they're ready
Set a reminder for the download email you receive
Save the file to multiple locations once downloaded

📧 I'm not receiving emails (access link, download link, etc.)

If you're not receiving emails from OpenEFT, try these solutions:

First, check your spam folder:

Look in Spam, Junk, or Promotions folder
Add noreply@resend.dev to your contacts to whitelist emails
Move the email to your inbox and mark as "Not Spam"

If still not receiving:

Double-check the email address you entered - typos are common
Try requesting a new link with the exact email from your purchase
Check if your email provider blocks messages from our service
Try from a different email address to test if the issue is specific to your email provider
Wait a few minutes - emails usually arrive within seconds but can take up to 5 minutes

Email providers with known delays:

Gmail - check all tabs (Primary, Promotions, Updates, Social, etc.)
Outlook - check Spam and Clutter folders
Yahoo - may delay emails from new senders

🔐 Access link shows "Invalid" or "Expired"

Your access link may be invalid for several reasons:

Why your link might be invalid:

Already used - Access links can only be used once for security
Expired - Links expire after 24 hours
Wrong email - You may have used a different email than your purchase
Link corrupted - Email clients may break long URLs across lines

Solution:

Visit the Request Access Page
Enter the exact email address you used to purchase the conversion
A new 24-hour access link will be sent immediately
Use the new link right away (don't wait to use it)

💳 Payment failed or I received an error during checkout

Payment issues are handled by Paddle, our payment processor. Here's what to do:

If your payment failed:

Retry the payment - Go back and try paying again
Try a different card - Your current card may be declined
Check your bank - Your bank may have blocked the transaction
Contact your card issuer - Ask if they're blocking international or online payments

Common payment errors:

"Card Declined" - Try a different payment method or contact your bank
"Invalid Card" - Check card number, expiry date, and CVV are correct
"Timeout" - Refresh the page and try again (check if payment actually processed first)
"Address Mismatch" - Billing address must match your card's address exactly

If payment processed but you didn't get access:

Check your email (including spam folder) for a payment confirmation
Use the email from your payment to request access
Contact Paddle support at paddle.net with your transaction ID

🖼️ The bounding box won't adjust or is stuck

If you're having trouble with the bounding box tool during conversion:

Try these steps:

Refresh the page - Press F5 or Ctrl+R (Cmd+R on Mac)
Clear browser cache - Your browser may have old versions of the tool
Try a different browser - Try Chrome, Firefox, Safari, or Edge
Use a newer image - Take a fresh photo of your FD-258 card
Check your internet - Ensure you have a stable connection

If the problem persists:

Try uploading again from the beginning
Use a different image format (try JPG if using PNG, or vice versa)
Reduce the image size (see FAQ for size reduction tips)

📱 The tool doesn't work on my mobile device

While OpenEFT works on most modern devices, some mobile browsers may have limitations:

If you're having issues on mobile:

Use a desktop or laptop - This is the recommended way to use OpenEFT
Try a different browser - Chrome, Firefox, and Safari mobile usually work best
Ensure full screen - Rotate your device to landscape mode for better experience
Clear mobile browser cache - Settings → Storage → Clear Cache/Cookies

For best results:

Take the photo on mobile, then complete conversion on a desktop computer
Email yourself the photo and download it on your computer
Use a tablet instead of a phone (larger screen helps)

❓ The EFT file I created doesn't work with the agency I'm submitting to

If your EFT file is rejected by an agency, here are the most common reasons:

Most common rejection reasons:

Poor fingerprint quality - Fingerprints are faint or unclear
Missing fingerprints - Not all required fingerprint areas are present
File size too large - File exceeds agency limits (usually 12MB)
Wrong file format - Agency may require specific EFT version
Incorrect DPI - Some agencies require specific resolution (typically 500 DPI)

What to try:

Retake the photo with clearer, darker fingerprints
Verify the file size doesn't exceed 12MB limit
Resubmit with a new conversion
Verify you included all required fingerprint sections (slaps, thumbs, rolls)

Verify with NIST Viewer:

Download the free NIST Viewer
Open your EFT file to visually inspect all fingerprints
Check that all images are clear and properly included

🆘 I'm still having issues not covered here

If your problem isn't covered here, here are your options:

Additional resources:

Check the FAQ for more common questions
Review the FD-258 Guide for card preparation tips
For payment issues, visit paddle.net

Before contacting support:

Try clearing your browser cache and cookies
Try a different browser or incognito/private mode
Try on a different device (computer, phone, tablet)
Check your internet connection is stable
Try again after waiting a few minutes

These steps resolve the majority of issues! If you've tried everything above and still need help, you can request a new access link and describe the issue in detail when contacting support through the Request Access Page.

Troubleshooting