We’re Here to Help

What to include

A message we can act on beats a long one. For a bug, the four things that make the difference are: which tool, what you were trying to do, what happened instead, and what browser and device you were on. If a setting was involved, the value you used is worth a line — “compress at 72 DPI” tells us far more than “compression is broken”.

Please do not attach or paste confidential documents. Almost every tool runs inside your own browser, so we cannot see what you processed and we do not want a copy. A description of the file — a 40-page scanned PDF, a 12 MB phone photo — is normally enough for us to reproduce the problem ourselves.

Things worth writing in about

• A page that claims something untrue. The tool pages carry measured numbers and stated limits. If one of them is wrong, that is the message we most want to receive.
• A tool that produced the wrong result. Especially where a control did not do what its label suggested.
• A tool you wish existed. What you were trying to get done matters more than the feature you had in mind — sometimes the job is already covered by a tool with an unhelpful name.
• Accessibility problems. Anything that made a tool hard to use with a keyboard, a screen reader, or at a larger text size.
• Data and privacy questions. Requests to access or delete anything we hold. Our Privacy Policy covers what that is, and for most visitors the answer is nothing at all.

Things we cannot help with

• Recovering a file. Nothing is stored on our side — that is the point of the design — so there is nothing for us to retrieve. Keep your originals until you have checked the output.
• Opening a password-protected PDF without its password. No honest tool can, and we will not make an exception.
• Confirming that a document will be accepted. Whether a passport photo, a signature or a submission satisfies a particular office is that office’s decision, not something we can promise.
• Legal, financial or immigration advice. We can explain what a tool does; we cannot tell you what your application requires.

Before you write

A fair number of questions are already answered in writing. Each tool page has a section on what that tool cannot do and a set of frequently asked questions, and the guides go through the settings in detail. The FAQ covers the questions that come up across the whole site, and all tools is the quickest way to find out whether something you need already exists.

What happens next

Messages go to a small team rather than a support desk, so a reply may take a few days. Bug reports with enough detail to reproduce get looked at first, because those are the ones we can actually do something about. If you have reported something we go on to fix, we will normally write back to say so.