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If a tool failed on your file

Because the processing happens on your device, we cannot see what went wrong unless you describe it. The most useful reports mention:

• which tool you were using and what you were trying to do
• the browser and device, for example Chrome on Windows or Safari on iPhone
• roughly how large the file was, how many pages it had, and whether it came from a scanner or a phone camera
• the exact wording of any message the page showed

Please do not attach confidential documents to an email. We never need your files to look into a problem, and sending one would undo the privacy the tools are built around.

Answers you may not need to wait for

A few situations come up often and are already explained on the site. Encrypted PDFs have to be unlocked in your own reader first; scans with no text layer cannot be turned into Word; and a file that is rejected as too large usually needs the compress tool or fewer pages via split. The about page covers what the service is and how it is paid for, and the privacy policy sets out exactly what happens to your files and what the site's analytics and adverts can see.