EasySnap gone wrong

Why an EasySnap may not be produced

Sometimes an EasySnap cannot be created. This usually happens for one of the reasons below. 

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Table of Contents

Home Screen

The image or file could not be read

Make it easy needs clear, readable text to make an EasySnap. 

This can happen if:

  • The photo is blurry, dark, cut off, or taken at an angle.
  • The text is too small, faint, handwritten, or decorative.
  • There is glare, shadow, or reflection on the page.
  • The file is a very low-quality scan.
  • Part of the text is covered or folded.

What helps:

  • Take a clear photo, flat and in good lighting.
  • Make sure all text is visible.
Side by side images of a smartphone camera screen showing photos of a printed instruction sheet. Both photos have red X marks over them, indicating they cannot be read. The paper appears small, slightly angled, and hard to see clearly in both examples.

The content type is not suitable or dangerous

Some content cannot be safely or accurately rewritten and the app will work to not provide information that could cause harm. 

This includes:

  • Instructions for making weapons, bombs, or explosives.
  • Advice on hurting yourself or other people.
  • Guidance that promotes violence, crime, or dangerous behaviour.
  • Legal, medical, or safety instructions where meaning cannot be kept safely.
  • Content that depends on exact wording or layout.
  • Situations where simplifying would change the intent.

This also includes:

  • CAPTCHA images or security checks.
  • Passwords, PINs, codes, or verification screens.
  • Maps, diagrams, or technical drawings.
  • Content designed to stop copying or interpretation. 
  • The content includes very sensitive personal information.
  • A privacy or safety risk is detected.
Illustration of a smartphone displaying a colorful shield with a padlock in the center, symbolising security, privacy, or restricted access. Small sparkles surround the shield, reinforcing the idea of protection.

The language or structure cannot be processed

EasySnap follows strict rules to make text genuinely easier to understand, and will not create an output if simplifying the text could cause harm or confusion. 

This can happen if:

  • Many languages are mixed in one image.
  • The text is very fragmented or non-linear.
  • The content relies on formulas, equations, or computer code.
Screenshot of a phone showing a block of instructional text about doing laundry, written in three languages. The English text explains sorting clothes by colour and fabric and checking care labels. Below it, Spanish text describes putting clothes in the washing machine, adding detergent, and choosing the correct program. At the bottom, Japanese text advises removing laundry promptly after washing and drying it to prevent wrinkles. A small illustration of a washing machine appears in the bottom right corner.

A technical issue occurred

Sometimes the issue is temporary. 

This can include:

  • Internet or connection problems.
  • A short system outage.
  • An interrupted upload.
  • We are doing some upgrades or fixes.
  • Your phone is older and your operating system is no longer supported.

What helps:

  • Try again in a few minutes.
  • log out and back in.
  • If the problem persists, you can delete the app from your phone and reinstall it.
Illustration of a smartphone displaying a sad face emoji beneath a broken Wi-Fi symbol, with a red exclamation mark and small lightning icons, indicating an internet connection problem or loss of signal.

No EasySnaps left

Your EasySnap allowance may be used up. Some features may not be available to free or basic plan subscribers.

What helps:

The file is too large to process

Very large PDFs or Word documents can exceed processing limits. 

This can happen if:

  • The file has many pages.
  • The file size is very large.
  • The document includes many images, scans, or complex formatting.

What helps:

  • Upload only the pages you need.
  • Split the document into smaller files.
  • Take a photo or screenshot of the specific page you want explained.
  • Copy and paste a section of text instead.

The webpage link could not be accessed or read

When you use a link, EasySnap needs to be able to view and read the webpage content. 

This can happen if:

  • The website blocks AI tools from viewing its content.
  • The page requires a login, subscription, or payment.
  • The content only loads after clicking buttons, scrolling, or interacting.
  • The page uses pop-ups, overlays, or cookie walls that block the text.
  • The text is embedded in images, videos, or PDFs that cannot be accessed from the link.
  • The page uses scripts or formatting that prevent the text being extracted.

What helps:

  • Copy and paste the text instead.
  • Take a photo or screenshot of the page.
  • Upload the PDF or document directly.

Some webpages cannot be simplified without changing meaning or creating risk. 

This can happen if:

  • The page contains live data, calculators, or interactive tools.
  • The content depends on exact wording, layout, or legal framing.
  • Simplifying the page could make instructions, warnings, or obligations unclear.
Illustration on a smartphone screen showing a website blocked message, with a large padlock over a striped barrier, warning signs, traffic cones, and an exclamation mark symbol.

Limits on the “Ask a question” feature

The “Ask a question” feature is a separate tool. It does not use an uploaded image, file, or link. It answers general questions. 

It is designed to explain concepts, words, or general information. It is not able to answer every type of question. 

Location, time, or personal context limits

This includes questions like:

  • “What is the closest supermarket?”
  • “What events are in my town this weekend?”
  • “What’s the weather today?”
  • “What should I wear today?”

These questions need live, local, or personal context that the app does not have access to. 

What helps:

  • Ask general questions that do not depend on location or time.
  • Ask for explanations of words, ideas, or concepts.
  • Use other apps or services for maps, weather, events, or shopping.
Smartphone screen showing the Make it easy homepage with buttons for Camera, My photos, and Paste words. A pop up window in the center says “Ask a question” with a text box to enter a question, and Close and Submit buttons below. At the bottom, it shows “310 EasySnaps left” and the Make it easy logo.

If this keeps happening:

  • Try a clearer photo or a different page.
  • Use “Ask a question” to understand words or ideas. 
  • Ask a family member, friend, or support worker to help.
  • Delete and reinstall the app. 
Back to the top
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📄 Why didn’t my EasySnap work?

❗ Sometimes an EasySnap does not work.

🔍 This can happen for many reasons.

🛠️ Here is what might go wrong and what you can try next.

Table of Contents

🖼️ Problems with the image or text.

👀 Make it easy needs to see clear words to make an EasySnap.

🚫 An EasySnap may not work if:

 🌫️ The photo is blurry or too dark.

 ✂️ The photo is cut off or taken from the side.

 🔎 The words are too small or too light.

 💡 There is a bright spot, shadow, or shine on the page.

📄 The file is scanned in low quality.

📦 Some words are covered or the page is folded.

✅ What helps:

📷 Take a clear photo.

🔲 Make sure the page is flat.

🌞 Use good light.

👁️ Make sure you can see all the words.

Side by side images of a smartphone camera screen showing photos of a printed instruction sheet. Both photos have red X marks over them, indicating they cannot be read. The paper appears small, slightly angled, and hard to see clearly in both examples.

🚫 The content is not safe or allowed.

⚠️ Make it easy does not change unsafe or risky writing. 

📋 This includes things like:

💣 How to make weapons or bombs.

❌ How to hurt yourself or others.

⚠️ Things that talk about crime or danger. 

🔒 Things like passwords, secret codes, or security checks.

⚖️ Rules for law, health, or safety that must stay exact. 

🧭 Maps or diagrams that need to stay the same.

🔏 Things that are made to stop people from copying or changing them.

🛑 Pages with very private information.

Illustration of a smartphone displaying a colorful shield with a padlock in the center, symbolising security, privacy, or restricted access. Small sparkles surround the shield, reinforcing the idea of protection.

🌐 The text is too unclear to simplify safely.

🛑 Make it easy only works if it can explain things safely.

🚫 An EasySnap may not work if:

🌍 There are many languages mixed together.

🧩 The writing jumps around or is broken up.

💻 It is full of maths, code, or formulas.

Screenshot of a phone showing a block of instructional text about doing laundry, written in three languages. The English text explains sorting clothes by colour and fabric and checking care labels. Below it, Spanish text describes putting clothes in the washing machine, adding detergent, and choosing the correct program. At the bottom, Japanese text advises removing laundry promptly after washing and drying it to prevent wrinkles. A small illustration of a washing machine appears in the bottom right corner.

🧰 A technical problem happened.

🔄 Sometimes, this problem does not last long.

🛠️ What can cause this problem?

🌐 Your internet or phone connection is not working well.

⏳ The app has stopped working for a short time.

🔧 We are fixing or updating the app.

📤 Your upload did not finish.

📱 Your phone is old and does not work with the app anymore.

🛠️ What can help?

⏲️ Wait a few minutes and try again.

🚪 Log out, then log back in.

🗑️ If it still does not work, delete the app.

⬇️ Install the app again from your app store.

Illustration of a smartphone displaying a sad face emoji beneath a broken Wi-Fi symbol, with a red exclamation mark and small lightning icons, indicating an internet connection problem or loss of signal.

📸 You ran out of EasySnaps.

0️⃣ You may have used all your EasySnaps.

🆓 Some features, like Ask a question or Paste text do not work in free plans.

✅ What helps:

👓 Check your plan.

⬆️ Upgrade to get more EasySnaps.

📲 Upgrade to get more features.

📁 The file is too big.

🛑 Make it easy cannot read very big files.

🛠️ This can happen if:

📄 The file has many pages.

📸 There are many pictures or scans.

🌀 The file is full of tricky layouts.

✅ What helps:

 ✂️ Only upload the pages you need.

 📂 Split the file into smaller parts.

 📸 Take a photo or screenshot of the page you want help with.

 📝 Copy and paste the part of the text you want to use.

🔗 The link did not work

💻 Sometimes Make it easy can not open the page to read it. 

🛠️ This can happen if:

🚫 The website blocks AI reading tools.

🔐 You must log in, pay, or subscribe.

🖱️ The page loads only when you click or scroll.

📷 The text is inside pictures or videos.

🧱 There are pop-ups or cookie messages in the way.

✅ What helps:

📋 Copy and paste the text.

📸 Take a screenshot or photo.

📄 Upload the file if you have it.

Illustration on a smartphone screen showing a website blocked message, with a large padlock over a striped barrier, warning signs, traffic cones, and an exclamation mark symbol.

🤔 Some questions cannot be answered

❓“Ask a question” can help with ideas and words. 

🛑  It does not know about your location or plans. 

🛠️ This includes:

🛒 “What shops are near me?” 

🎉 “What events are in my town?” 

🌦️ “What is the weather today?” 

👕 “What should I wear today?” 

✅ What helps:

💬 Ask about ideas or hard words.

📱 Use other apps or ask someone nearby for help.

Smartphone screen showing the Make it easy homepage with buttons for Camera, My photos, and Paste words. A pop up window in the center says “Ask a question” with a text box to enter a question, and Close and Submit buttons below. At the bottom, it shows “310 EasySnaps left” and the Make it easy logo.

🆘 If this keeps happening

📸 Try a clearer photo or a different web page.

❓ Use “Ask a question” to understand words or ideas.

👨‍👩‍👧 Ask a family member or support worker to help.

🔄 Delete and reinstall the app if needed.

📬 Send feedback at makeiteasy.com.au/contact-us/feedback-ideas.

📧 Contact us at help@makeiteasy.com.au if something should have worked 

Smartphone screen showing the Make it easy feedback form. The page header says “Let us know what you think, please!” with the Make it easy logo. The form asks “Have you used the Make it easy app?” with Yes and No options, and a Submit button below. At the bottom, it shows Microsoft Forms branding and a note about privacy and responses.

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