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Getting a useful answer faster

Most of the messages we receive are about a specific file behaving unexpectedly, and those are the easiest to resolve when the report includes a little context. The three details that help most are the tool you used, the browser and device you were on, and what you expected to happen compared with what actually did. A message saying a conversion looked wrong is hard to act on. A message saying a two-column PDF converted to Word with the columns interleaved tells us exactly where to look.

Please do not attach the document itself. Uploads made through the tools are deleted automatically within one hour and are never read by anyone, and we would rather keep it that way than have copies of your files sitting in an inbox. If the problem depends on the specific file, describe its characteristics instead: whether it was scanned or exported, roughly how many pages, whether it was password protected, and where it came from originally. That is almost always enough to identify the cause.

For feature requests, the most useful thing you can include is the problem rather than the solution. Telling us you need a way to remove the first page of fifty documents describes a workflow we can think about properly, where a request for a particular button might solve a narrower version of what you actually need. Several of the tools on this site exist because someone described a task they were doing by hand.

A fair number of messages turn out to have answers that do not need us at all, and it is worth checking two things first. If a file will not process, confirm it is under the 50 MB limit and that it is not password protected, since encryption blocks most operations until the protection is removed. If a converted document looks wrong, the cause is usually a font that was not embedded in the original rather than the conversion itself, which is why the same file can convert differently on two machines.

For anything involving privacy or data handling, the Privacy Policy covers what happens to uploads in more detail than we could fit in a reply. The short version is that files are processed in isolated containers, deleted automatically within one hour, and never read, analysed, or shared. If you have a specific compliance question that the policy does not answer, the form above is the right place for it and we will answer properly rather than pointing you back at the page.

Business enquiries are welcome through the same form. That includes partnership proposals, questions about integrating the tools into an existing workflow, and press or research requests. Those tend to need a longer reply than a bug report, so a short note about what you are trying to achieve and the timescale you are working to gets us to something useful faster than a general introduction would.

We read every message and aim to reply within 24 to 48 hours, though bug reports with reproduction details tend to get answered fastest simply because there is less to ask about. If your question is covered below, you will get an answer immediately by reading on rather than waiting for a reply.