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What to write about, and what belongs elsewhere

Anything about the tools belongs here: a wrong answer, a failure on a file that should have worked, a tool you went looking for and could not find. Two kinds of message get a better answer elsewhere.

• Security issues go to the security page, which sets out what to include and what to expect.
• Most privacy questions are already answered in detail on the privacy page, which names every tool that transmits anything, what it sends and where it goes. If yours is not answered there, tell us which part was unclear — that is a fault in the page as much as a question.

Reporting a tool that is broken

The difference between a report we can act on and one we cannot is rarely effort. It is detail. A message saying the PDF tool did not work could describe a dozen faults across three tools. These five turn a complaint into something a person can chase:

• Which tool, by the name at the top of the page or the address you were on.
• What went into it: file type, roughly how large, how many pages or images, and anything unusual — a scan rather than a born-digital PDF, a photo straight off a phone.
• Which browser and version, and whether you were on a phone, tablet or computer. Faults often appear in one browser only; the version is in the About panel of the browser menu.
• What you expected against what happened. The download never started, the page went white, the pages came out in the wrong order — each points at a different part of the code.
• Anything the console showed. Press F12, or Cmd-Option-I on a Mac, open the Console tab, run the tool again and copy any red lines. Often the most useful line in the message.

Why we cannot ask you for the file

The obvious next request would be to send us the file. We are not going to ask, and that is not politeness. Most tools here work inside your browser: the page reads your file, works on it in your device memory and hands it back. It never travels to us, so there is no upload to open and no copy on a server to inspect.

That has a cost worth naming. When a server-side converter breaks, whoever runs it opens your file and watches it fail. We cannot. We rebuild the failure from your description or not at all, which is why the list above is not a form to be endured — it is the whole of what we have. Where a description is thin, the honest outcome is that we try a few files of our own, reproduce nothing, and the fault survives. If a file proves necessary we will ask, and a stand-in that fails the same way beats the real one.

Things that look like faults and are not

Some reports describe behaviour that is deliberate.

• The AI tools sometimes reply that they are switched off at our end. That means what it says — our configuration, not your input — and every other tool keeps working.
• Those same tools cap how fast one visitor can call them, at six requests a minute, so a script cannot run up a bill on our card; ordinary use never reaches it.

What we cannot help with

One request comes often enough to answer in advance: recovering a file. If you converted something, closed the tab and never saved the result, we cannot send it to you, because there is nothing to send. We never held the original or the output — both existed only in your browser, and closing the tab ended them. There is no account history either, because there are no accounts. Nor can we undo what a third party did with input from the few tools that send it onward — a shortened link, for one, is stored permanently by the shortening service on a public address.

Suggesting a tool

The useful suggestions describe the task rather than the tool: what you were trying to get done, and what made the alternatives unusable — a signup wall, a watermark, a daily cap, a document you would rather not upload. Now and then that turns up a tool already here, under a heading nobody would look under. We cannot promise to build any of it, and saying so beats a reply that implies otherwise.

If you have given us an email address

After an image conversion or compression finishes, one box offers to tell you when new tools appear. If you typed an address into it, we hold two things: the address, and which tool you were using when you gave it. No name, no IP address, no record of what you converted. There is no unsubscribe link, for the plain reason that we have never sent anything to that list. Ask for your address to be removed and we will remove it.

What to expect when you write

No number on this page promises a reply within so many hours, because we would be making it up. What is true is how it tends to go: a message naming a tool, a browser and a failure gets answered, because there is something to answer with, while a vague one earns a question back asking for the detail above. Nothing acknowledges your email automatically, so silence in the first hour means nothing has gone wrong. If a fix ships we will say so, and if the cause is a browser limitation rather than our bug we will say that instead.