How to write a useful bug report
Because we never see your files, the quality of a bug report depends entirely on how well you describe it. The most helpful reports answer five questions: what was the file format and roughly how large was it; which browser and operating system were you using; which preset did you choose; what did you expect to happen; and what actually happened instead. With those five details we can almost always reproduce the problem using a test file of our own and fix it without ever needing to see your data.
If the tool showed an error message, quoting it word for word is enormously helpful — the wording tells us exactly which part of the engine stopped and why. If the cleaned file opened incorrectly somewhere else (a PDF that would not open in Acrobat, an image that displayed rotated), tell us which application you opened it in, since behaviour can differ between viewers.
What we can and cannot help with
We can help with anything about how the tool behaves: formats that are not recognised, metadata that was not removed, files that did not download, cleaned files that will not open, presets that did not do what you expected, or features you would like to see added. Format requests are genuinely useful to us — we prioritise new formats based on how often people ask for them, so telling us which file type you need and how you use it directly shapes what we build next.
We cannot recover the original metadata from a file you have already cleaned — that is by design, since the removal is permanent and irreversible. We also cannot un-redact, repair corrupted files, or retrieve data from a file you no longer have, because none of that information ever reaches our servers. And we are not able to offer legal advice about whether removing metadata is appropriate in a particular legal or compliance situation; for that, consult a qualified professional in your jurisdiction.
Response times and privacy
We read every message and aim to respond within two business days. When you email us, we receive only what you choose to put in that email — your message and your return address. We keep correspondence only as long as needed to resolve your query, and you can ask us at any time to delete the thread. We never ask for, and you should never send, the actual files you are trying to clean; a written description is always enough for us to help.
For privacy, data, and legal matters specifically — including any request to access or delete correspondence we hold — the dedicated inbox above routes to the right place and is the fastest way to get a substantive answer.