Common issues

Message	What to do
The email is not valid or the verification code is incorrect	Check the verification code. If the email is already registered, log in
Too many attempts. Please wait a moment before requesting a new code	Wait a moment and try again
The email or password you entered doesn't match our records	Check your email and password. If you signed up with Google, log in with `Continue with Google`. If you forgot your password, reset it
Your session has expired	Refresh the page or log in again

Uploading projects

Message	What to do
Folders cannot be uploaded	Compress the folder into a zip file and upload it
This file format is not supported	Check that it's a supported format (`.zip`, `.tex`, `.tar.gz`, and so on). See Create your first project
File size exceeds the maximum limit of 50 MB	Reduce the file size and try again
Your zip file must contain at least one tex file	Check that the zip file contains a `.tex` file
Failed to convert the file	Save the file in UTF-8 format and upload it again

Compiling

Message	What to do
Please set a main TeX file to compile	Set the main document in Project settings
The compilation failed due to a time limit	Compilation time is limited on the Starter plan. The Pro plan compiles for up to 5 minutes
The compilation time limit has been exceeded	Large files or many high-resolution images can increase compilation time
Failed to receive the compilation result	This happens when the PDF is too large. Reduce large images and compile again
The compilation couldn't finish	A temporary server issue. Compile again in a moment
Failed to load PDF	Compile again

Check compile errors in the log, or let Murfy AI handle them with Fix compile errors. See Compile and PDF for details.

Opening pages

Message	What to do
The page you're looking for couldn't be found.	The link may be broken, or the page may have been removed. Click `Go to Dashboard` to go back to your dashboard

If Murfy sends you to the login screen when you open a link, log in to continue. You'll go back to the page you were opening. See Log in.

Subscriptions and billing

Question	Answer
How is the Starter plan different from the Pro plan?	The Pro plan offers faster compilation speeds and includes additional features such as full version history. For a detailed comparison, please visit our Pricing page.
Can I use Murfy for free?	Absolutely! The Starter plan is completely free for all users. It includes a wide range of features to help you write a full academic paper—such as unlimited projects and unlimited collaborators.
Are there monthly and annual billing options?	Yes! The Pro plan offers both monthly and annual billing options. Annual billing costs less than the monthly plan. For payments in Korea, you save 25%. For payments outside Korea, see the Pricing page for the current prices. For a detailed comparison between the monthly and annual pricing, please refer to our Pricing page.
When does the new plan take effect after changing it?	For payments in Korea, you can continue using your current plan until the next billing date. The newly selected plan will become active on the billing date, only if the payment is successfully processed.
How do I cancel a paid plan?	Murfy’s monthly and annual plans are automatically renewed unless you switch to the Starter plan before the next billing cycle. To cancel your subscription: • Go to the Murfy dashboard • Click your profile picture in the top right corner • Select Subscription management • Click Change subscription and switch to the Starter plan Even after cancelling, you’ll continue to have access to all paid features until the end of your current billing period.
What happens if a payment fails (e.g., due to an expired credit card)?	For payments in Korea, a notification email will be sent to your account’s registered email address if a payment fails. Murfy attempts the payment at 9:00 AM on the billing date. If the payment fails, a second attempt will be made at 3:00 PM on the same day. If the payment still fails, your plan will be automatically downgraded to the Starter plan at midnight on the billing date.
Can I change my payment method?	Yes! You can update your payment method directly within Murfy. • Payments in Korea: Only Korean domestic credit cards are supported. To change your payment method, go to Dashboard > Profile picture (top right) > Subscription management. • Payments outside Korea: Click `Change payment method` under Payment management and enter your new details in the Paddle checkout window. See Payment methods.
How are payments processed?	• Payments in Korea: Murfy uses Toss Payments to handle all payment transactions. Murfy does not store or process your credit card information directly. • Payments outside Korea: Paddle is the Merchant of Record. It handles payment processing, invoices, subscription renewals, and refunds.

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