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Most reports we cannot act on are missing the same three things. Tell us the exact conversion you ran, written as source to target, such as HEIC to JPG or EPUB to PDF. Tell us what you saw: the job failed outright, it finished but the output was wrong, or the page stopped responding. And give us the rough size of the file, because the problems that show up at 20 MB are rarely the problems that show up at 2 GB.

If the output was wrong rather than absent, describe what was wrong with it. A PDF that lost its fonts, a mesh that came back hollow and a video with no audio track are three separate faults in three separate parts of the pipeline, and the fix for one tells us nothing about the others.

Attaching the file is the single thing most likely to get it fixed. Plenty of failures depend on how a particular program wrote the file, and we cannot reproduce those from a description. If the file is confidential, say so and send the error instead, or send a smaller file that fails the same way.

The form is checked by Cloudflare Turnstile, which is why there is a security widget above the send button. It replaces the older kind of puzzle and usually asks you for nothing at all.

Your message and any attachment reach a support inbox we read. Both are kept while we work on the report. That is a different arrangement from the automatic deletion that applies to conversions, where the upload goes within about an hour and the converted file within 24. Send only what you are comfortable leaving with us, and ask us to delete a file when you are done and we will.

We answer from a small team, so replies come in hours or days rather than minutes, and there is no support number to call. Feature requests are read even when they are not answered individually, and the formats people ask for repeatedly are the ones that get built next.